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Head of Customer support

Přidáno: Zář. 23, 2021

Do you know how to build long lasting relationships with customers? Are you a strong leader with excellent customer service skills and ability to develop your team members? Are you able to help us with improving our processes? Then you are exactly who we need in our Sharry team!

What will be your tasks?

We are looking for someone with experience operating in high-pressure situations and proven ability to handle competing priorities while remaining flexible. You will be responsible for the overall customer experience. Your main task will be to build a relationship starting from the customer and working backward through the support organization into the developers and other technical teams. 

It is important for us to ensure timely, professional and effective support to external end-users via ticketing tools, email or phone. A lot of work is happening with the Customer support department, including the training for our customers, upsales and developing operational processes to achieve the goal of a true global team. 

What will be your responsibilities? 

  • Lead and develop the team members.

  • Constantly improving an IT Service Management practice for operational support. 

  • Manage SOPs, Policies and documentation.

  • Bridge the gap between customer expectations and provided services.

  • Meet SLAs expectations.

  • Establish KPI’s, increase customer satisfaction and Operational Excellence year over year.

  • Identify areas of improvement and drive initiatives to address failures in systems and/or processes.

  • Drive customers training and building launch activities.

We are seeking someone with

  • two and more years of experience in managing a support team.

  • experience with setting up processes in an IT company.

  • proven ability to design and implement operational, quality and performance management practices and procedures.

  • experience using data to find trends and drive continuous improvement through collaboration with peers in an IT organization.

  • ability to prioritize multiple initiatives and activities in a fast-paced environment.

  • fluency in English.

  • customer-oriented approach.

What can we offer you?

  • opportunity to change the way people use their buildings and offices

  • contact with the latest IoT technologies

  • flexible working hours and a free corporate culture

  • pleasant working environment, we are specialists for that

  • offices 50 meters from the metro station Andel

  • work where the digital and real world is connected to the maximum extent

  • inspiring clients and business partners

  • travel to EU/US cities for clients and knowledge

  • multisport card

  • adequate payment


  • HPP / IČO (by agreement)

  • Start day: based on discussion

  • Location: Prague

Are you interested in being the new member of our Sharry team? Do not hesitate to send us your CV. We look forward to meeting you!


We are one of the leading PropTech companies. What our solutions offer? We connect smart cameras, sensors, mobile apps, QR readers and reservation systems into one unique digital tool. This tool enables users to fully use all services of the building and building managers to communicate online with them and analyze their building’s traffic.

We co-founded the Czech-Slovak PropTech Association. In 2019 we raised a several millions CZK investment for further development and expansion. We host international conference Friendly Buildings. Today, we are 40+ experts from various fields working on the same goal.