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Support Excellence Leader (Remote)

  • Remote
    • Belgrade, Beograd, Serbia

Job description

Novakid is on a mission to build the best online education platform for kids worldwide. A team of over 450 marketers, engineers and client relationship gurus we have already got over 90,000 students and 3,500 teachers making learning awesome in over 20 countries in Asia, Europe and LatAm. But we're not stopping there—we need your help to take things to the next level!

Think cutting edge technology like AI-powered games and training apps that promote English speaking and comprehension based on the use of authentic content in English language. Think certified professionals with years and decades of expertise in children’s psychology and learning methods.

We are now looking for Support Excellence Leader 

Mission

Own the end-to-end support experience and turn it into a competitive advantage. Drive higher CSAT, lower contact rate, and stronger retention by scaling self-service, automation, and crystal-clear support processes.

Core Outcomes (what success looks like)

CSAT ↑, NPS ↑, Online Reputation↑

Contact rate ↓ while resolution quality ↑

Self-service adoption ↑ (KB, bots)

Faster resolution, fewer handoffs, cleaner ops

Key Responsibilities

Self-Service at scale: Build and continuously improve Knowledge Base, AI bots and proactive messaging.

Process Excellence: Design, document, and optimize support flows; eliminate friction, rework, and manual steps.

Automation & AI: Lead bot strategies, routing, macros, co-pilot usage, and smart deflection without hurting CX.

Quality & Insights: Own QA framework, root-cause analysis, and feedback loops to Product and Sales.

Metrics that matter: Track FRT, CSAT, FCR, AHT, contact rate, deflection, and retention impact; act weekly.

Cross-functional influence: Partner with Product, Engineering, and Marketing to prevent contacts before they happen.

Team Enablement: Set standards, coach leads, and build a culture of clarity, ownership, and continuous improvement.

Job requirements

You have: 

  • 5+ years in Support / CX Ops (SaaS, EdTech a plus)

  • Proven wins in automation and self-service

  • Proven wins in customer satisfaction

  • Strong systems thinker; ruthless about simplification

  • Data-driven, decisive

We offer:

  • Opportunity to work in an innovative, fast-growing edtech company.

  • A creative and collaborative work environment.

  • The chance to have a meaningful impact on the lives of young learners around the world.

  • 100% Remote work

  • Unlimited holidays

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