We are looking for an Operational Support Lead to orchestrate and elevate the entire support ecosystem for our users in Turkey. This role is central to ensuring that our customer support isn't just a function, but a seamlessly integrated and highly effective part of the business operation.

Your primary focus will be on the "engine" of support: the processes, tools, data flows, and strategic execution that enable your team to deliver exceptional service. You will ensure that every component of the support operation works in harmony to achieve business goals and deliver a standout customer experience.

Key Responsibilities:

- Assume full operational ownership of the support function for the Turkish market, including strategic planning, budgeting, and resource allocation.

- Lead, mentor, and develop a high-performing team of support specialists; responsible for all aspects of people management, including performance reviews and professional development.

- Develop, implement, and continuously optimize support processes, workflows, and quality standards to maximize efficiency and customer satisfaction.

- Monitor and analyze key performance indicators (KPIs) and operational metrics to drive data-informed decisions and report on performance to senior management.

- Ensure the complete localization of all support materials, processes, and communications to meet the specific demands of the Turkish market.

- Collaborate closely with cross-functional departments, including Product, Marketing, and Analytics, to represent the voice of the customer and influence service improvements.

We are looking for:

-Full professional proficiency in Turkish and English.

-2+ years of experience in a leadership role within a customer support operations environment.

-Proven expertise in managing support metrics (SLAs, Efficiency, CSAT) and leveraging CRM tools to optimize team performance.

-A strong operational mindset, excellent analytical skills, and the ability to lead a team through complex process changes.

Join us in our journey to "go tech" and "go beyond." If you are passionate about managing support teams and operations in the tech industry, we want to hear from you!

*The terms of cooperation with companies of Yandex or its partners may vary from those indicated on the website; please check with the recruiter for details.