Join ABBYY and be part of a team that celebrates your unique work style. With flexible work options, a supportive team, and rewards that reflect your value, you can focus on what matters most – driving your growth, while fuelling ours.
Our commitment to respect, transparency, and simplicity means you can trust us to always choose to do the right thing.
As a trusted partner for intelligent automation, we solve highly complex problems for our enterprise customers and put their information to work to transform the way they do business. Innovation and excellence run through our veins, and you will work with experts who are creating market-leading technologies, using Machine Learning and Artificial Intelligence, and an advanced and sophisticated tech stack.
Job Overview:
The Head of Mass Products is a strategic role within the Customer Support organization responsible for developing, optimizing, and executing strategies for delivering high-quality support for ABBYY’s consumer products. This role is essential to improving customer health tracking and analyzing key performance metrics, implementing strategic initiatives that enhance the overall customer journey, and including proactive monitoring and reporting on customer health recovery.
Job Responsibilities:
Operational Strategy & Execution
- Define and execute strategies for delivering high-quality customer support for ABBYY’s Business to Consumer Products
- Establish and refine KPIs aligned with company goals, focusing on SLA, CES, and other critical metrics
- Develop and implement internal processes to enhance support efficiency and maintain comprehensive documentation in the internal database (Wiki)
- Utilize data analytics tools (e.g., Zendesk) to monitor performance metrics, identify trends, and implement improvements
- Collaborate with stakeholders to ensure seamless management of orders in the purchase database, chargebacks, and escalations
Leadership & Team Development
- Lead, mentor, and inspire the support team to excel in customer interactions and overall performance
- Collaborate with the Team Lead to manage team workloads effectively and address current matters
- Support career development by identifying growth opportunities and creating development plans for team members
Customer Experience & Satisfaction
- Monitor and improve customer satisfaction metrics, including feedback management and response time targets
- Oversee quality assurance evaluations for support tickets to ensure high-quality interactions
- Collaborate with team members on publishing and maintaining Help Center articles, ensuring content accuracy and relevance
Collaboration & Cross-functional Leadership
- Partner with QA, Development, and Sales departments to align support operations with company initiatives
- Participate in product consultations with support agents to address customer needs and share insights with other departments
Technology & Tools Management
- Evaluate and implement tools and technologies that streamline support operations and align with business objectives
- Identify opportunities for automation to improve efficiency and scalability
Required Skills and Experience:
Customer Support & Operations Expertise
- Demonstrated success in managing customer support functions, particularly for high-volume, mass-market products
- Strong analytical skills, with experience using tools like Zendesk or equivalent for tracking metrics and generating insights
Leadership & Team Management
- Proven ability to lead and develop teams, fostering a culture of excellence and collaboration
- Experience in quality assurance and process improvement to enhance support delivery
Customer-Centric Approach
- Exceptional customer service mindset, with the ability to manage escalations and address negative feedback effectively
- Strong interpersonal skills for building relationships across departments and with external stakeholders
Technical Aptitude
- Familiarity with Verifone or similar platforms for managing purchase databases and chargebacks is a plus
- Basic understanding of product development and QA processes to contribute effectively to cross-departmental initiatives
Preferred Qualifications:
- 3+ years of experience in customer support
- Bachelor’s degree in Business, Information Technology, or a related field.
- Experience with automation tools or self-service solutions is an advantage.
At ABBYY you will:
Love how you work
- We provide remote and hybrid working options to fit all lifestyles.
- We use flexible hours across most of our teams to allow you to find your own definition of balance.
- Encouraging a culture of giving, we provide two paid volunteering days off every year so you can take time to contribute to the causes you care about.
- To ensure your family is cared for, we offer paid parental leave in all our locations.
Love whom you work with
- We are a global team of 800+ colleagues, spread across 15 countries on four continents.
- With 30+ nationalities and ages ranging from 21 to 80, our workforce reflects the world.
- Innovation and excellence run through our veins.
- Our teams gather the expertise which has garnered ABBYY more than 140 technology patents.
- We are guided by the values of respect, transparency, and simplicity. "Team Environment" is in the top three highest-scoring drivers of engagement across all of our departments.
Love what you work on
- We are a company with more than 30 years of experience in the technology market.
- Over 10,000 customers trust ABBYY, including many Fortune 500 ones, with names such as DHL, Johnson & Johnson, FDA, DMV, PwC, KeyBank, Spotify, and H&R BLOCK in our client portfolio.
- ABBYY has modernized the way companies leverage their data in documents by creating the first low-code/no-code Intelligent Document Processing platform.
- Our Machine Learning, Natural Language Processing, Computer Vision Technologies, and a Marketplace built with AI, can transform any document in any process.
- Top Analyst firms recognize ABBYY's market leadership, including Gartner, Everest PEAK Matrix ® Assessment, ISG Intelligent Automation Lens, and NelsonHall, amongst others.
ABBYY is an Equal Employment Opportunity employer that values the strength that diversity brings to the workplace. To learn more about our commitment to Diversity and Inclusion, check out the careers section on our website.
