Head of Customer Support & Retention

Location: Armenia (with regular coordination across all three countries) Reports to: Deputy CEO Geographic scope: Armenia, Kazakhstan, Uzbekistan, possibly more countries Team: Approx. 60 employees, managed by team leads Employment type: Full-time General Description: The Head of Customer Support & Retention is accountable for the end-to-end customer care experience at GLOBBING across Armenia, Kazakhstan and Uzbekistan. The mandate goes beyond resolving enquiries: it is to retain customers, particularly in difficult situations, by delivering services that consistently meet or exceed their expectations. The role will lead the department's transformation into a modern, data-driven and AI-enabled support function. Automation and AI will take over routine tasks and allow the team to focus on complex interactions, while creating growth paths for our people. We are looking for a creative leader with a fresh perspective: someone who will review the current model, propose a clear target state and deliver the change, while maintaining stable day-to-day operations and effective collaboration with other functions, and building on the contribution of current team leaders and key stakeholders. Key Responsibilities: Customer Support and Retention: ● Lead customer care operations in Armenia, Kazakhstan and Uzbekistan. ● Design and embedded processes that protect the customer relationship in difficult situations: proactive communication, clear notifications and structured handling of complex cases. ● Define a clear, reliable retention metric and secure its approval by senior management. ● Ensure clear and well-defined service and support for customers. ● Systematically capture customer feedback and expectations and translate them into concrete service improvements. ● Decide on customer claims within the authority agreed with management. Contact Management and Channels: ● Forecast contact volumes and plan staffing and shift schedules to meet demand and service-level targets. ● Manage customer interactions across all channels, and develop written and self-service channels alongside voice, setting and reviewing channel-mix targets. Automation and AI: ● Lead the department's AI way from business case through implementation and adoption. ● Introduce automation that reduces manual workload while maintaining or improving service levels. ● Hold functional responsibility for CRM, telephony, knowledge base and reporting tools, working closely with IT and product teams. Organization and Structure: ● Assess the current departmental structure and propose a target operating model. ● Design the organizational chart in line with the company's strategic initiatives. ● Ensure succession and backup coverage for key positions to safeguard business continuity. ● Develop and maintain job descriptions for all positions and functional descriptions for all units. ● Develop, document and maintain process regulations for the department, ensuring they are aligned with the company's overall strategy and consistent with the processes of other departments. People Leadership and Development: ● Lead the department through direct reports; make team staffing decisions below direct-report level in coordination with HR. ● Evaluate key team members and support their development; run performance assessments for all employees together with QA and other relevant functions. ● Sustain frontline engagement and motivation; oversee onboarding, coaching and need-based internal training. ● Build an internal talent pipeline, promoting from within based on performance, experience and potential. ● Implement and maintain a departmental KPI framework aligned with company objectives. ● Co-develop the vision for the internal training academy with HR and lead its implementation. ● Build strong cross-functional partnerships and contribute as a member of the company's leadership forums. Service Quality: ● Set service standards; review interactions with QA and use the findings to coach and improve performance. ● Monitor and report on service outcomes, including NPS by country, first-call reach rate, first-call resolution and first-ticket resolution. Requirements Requirements ● At least 2 years in a customer care or contact center management role, with a demonstrable track record of results. ● Experience managing managers: leading a department through team leaders or supervisors. ● Proven project management skills, including leading change initiatives from design to delivery. ● Strong people leadership, combining interpersonal skills with sound operational management, supported by a verifiable track record. ● Openness to learning and a strong drive to introduce and embed new approaches. ● Full professional fluency in Armenian, Russian and English, both written and spoken. Nice to have: ● Experience in crisis management. ● A track record of implementing AI or automation projects. ● Active, hands-on use of AI tools in daily work, and the ability to explain how and why. We welcome: ● Applications from candidates outside the mail-forwarding and logistics industry. We value leadership capability, a customer-centric mindset and transformation experience above sector background. Requirements ● At least 2 years in a customer care or contact center management role, with a demonstrable track record of results. ● Experience managing managers: leading a department through team leaders or supervisors. ● Proven project management skills, including leading change initiatives from design to delivery. ● Strong people leadership, combining interpersonal skills with sound operational management, supported by a verifiable track record. ● Openness to learning and a strong drive to introduce and embed new approaches. ● Full professional fluency in Armenian, Russian and English, both written and spoken. Nice to have: ● Experience in crisis management. ● A track record of implementing AI or automation projects. ● Active, hands-on use of AI tools in daily work, and the ability to explain how and why. We welcome: ● Applications from candidates outside the mail-forwarding and logistics industry. We value leadership capability, a customer-centric mindset and transformation experience above sector background.