Uklon | Customer Processes Development Specialist

Uklon is a product IT company which develops a leading ride-hailing service. Daily, Uklon expert team pumps up one of the largest infrastructures on the market of Ukraine and abroad ensuring the interaction between drivers and riders.
We create a high-load product with ambitious technological challenges, latest innovations and non-trivial moves behind. Our work framework is to test new hypotheses, push our ideas using the latest tech stack.
Let’s drive the industry together!

Join us as a Customer Processes Development Specialist

Hiring process

Acquaintance, test task (we value your work and time, that’s why we pay for test task) and technical meeting

Drive with Us

What our offer includes specifically for this role

growing together with the leading IT company that is a national leader in ride-hailing services and competes on an equal footing with global giants

freedom of decision-making, support for initiatives and absence of bureaucracy

the ability to introduce new practices and change the culture of ride-hailing services (simultaneously) in several countries

a transparent system of growth in the Company, regular performance & salary review

immersion in the culture of the Company that considers each employee significant and valuable

How exactly you can influence the developmentof the Company:

● Helping identify operational gaps and improving or pioneering processes to drive efficiency across support operations.● Developing in-depth understanding of customer experience by incorporating quantitative and qualitative insights.● Using data and insights to help drive decision making and shaping future priorities and opportunities.● Lead alignment with other functional teams to implement short-term solutions in a timely manner while elaborating on the long-term, evolving strategy.● Recognizing and addressing organizational barriers to ensure the future success of ongoing improvement programs;● Working with multifunctional teams in order to improve customer experience;● Ensuring that we are reaching high customer satisfaction rate.● Standardizing processes according to best practices and market reality and developing a continuous improvement culture to ensure lessons learned and go beyond.

Challenges for three months:

Person has a comprehensive understanding of all department processes and goals
Completed:● audit of existing operational processes in teams to identify areas for improvement in Customer Care● evaluation of already developed initiatives and their contribution to key metrics such as CSAT, Contact rate etc.● development strategy on contact reduction and building long-term vision for contact automation● reviewing current Key Results and building Glossary with definitions and sources for each metrics

To achieve the results, you will need:

● 2+ years’ work experience in process improvement roles● strong program management skills with superior organizational, time management and prioritization skills● an innovative, proactive, and passionate approach to work● prior experience in operations or customer support functions● excellent knowledge and experience with digital metric● strong written and verbal communication skills, including presentations

How do you manage your working hours?

● You determine a convenient time for yourself; However, in order to be efficient, we have business hours from 11:00 a.m. to 04:00 p.m.● You choose a convenient format by yourself (office/remotely/mixed), work from any corner of Ukraine and the world● 20 days off for personal needs and 10 days off due to illness (with remuneration)● day off on your birthday as a gift from the Company● day off for blood donation

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