Head of Customer Support

Helfy is seeking an energetic, analytical, and highly proactive Head of Customer Support to lead and scale our global support operations from our Tbilisi office. Reporting directly to the Director of Operations & Support, you will take full ownership of our frontline support strategy, driving operational excellence, team development, and customer retention across worldwide markets.

You will lead a dynamic, multi-tier team comprising 25+ Support Agents, 2 Team Leads, a QA Manager, and an Onboarding/Training Specialist , managing high ticket volumes across multiple channels in a fast-paced environment.

If you are a proactive problem-solver with high ownership and a big-picture mindset, excel at project management, and thrive when managing complex live operations, this role is for you.

• 5+ years of leadership experience as a Head of CS, CS Manager, or Call Center Director in a high-volume, tech-enabled environment.

• Global & Call Center Background: Proven track record of managing international call center environments and distributed or multi-cultural support teams operating 24/7.

• Live Project Management: Demonstrated capability to manage multiple live projects and logistics partners simultaneously (e.g., Uber, Urbify, or similar operational workflows).

• Tech & CRM Mastery: Deep hands-on experience with modern CRM platforms (e.g., Zendesk, Freshdesk, Intercom, Salesforce); expert in automation rules and routing workflows.

• Data & KPI Driven: Comfort working with complex metrics, data reporting, and KPI-driven performance targets.

• High-Ownership Mindset: Self-starter who anticipates challenges, builds solutions independently, and takes full accountability for outcomes.

• Language & Communication: Fluent / Perfect English (both written and verbal) with exceptional communication skills; Clear, concise executive reporting and presentation capabilities.

Nice to Have

• Fluency in German or French (written and verbal) is a strong advantage.

• Experience in HealthTech, E-Commerce, or regulated service platforms.

• Experience implementing AI support assistants, chatbots, or automated deflection tools.

What We Offer

• Opportunity to take ownership of a core global function within a fast-growing, dynamic company.

• Direct mentorship and close partnership with the Director of Operations & Support.

• Vibrant, in-office team environment in Tbilisi with a clear growth trajectory.