About this role
Role Overview
- Own day-to-day CX delivery across Tbilisi-based shifts, including queue management, handovers and weekend coverage.
- Maintain tight control of backlogs, SLAs and quality standards.
- Act early when performance slips — do not allow issues to drift or escalate unnecessarily.
- Line-manage CX Analysts and Senior Analysts based in Tbilisi.
- Set clear expectations around ownership, judgement and decision-making.
- Coach team members to solve problems independently and raise the standard of what “senior” means.
- Drive consistent and effective use of CX tools, workflows, macros and reporting.
- Challenge manual work, duplication and low-value activity.
- Turn repeat issues into permanent fixes in partnership with Operations, Product and Technology teams.
- Replace “we need more people” with evidence-based analysis and better ways of working.
- Act as the primary operational counterpart for CX in Tbilisi.
Requirements
- Experience leading operational or customer-facing teams in a fast-paced, structured environment.
- Strong operational judgement and comfort making decisions close to the work.
- A practical, systems-oriented mindset — you look for leverage, not just effort.
- Confidence setting standards and holding people to them.
- Curiosity about tools, workflows and process design, even if you are not technical.
- Clear, calm communicator who is respected locally and trusted by senior stakeholders.
- Experience in regulated, financial services or high-volume support environments is a strong advantage.
Benefits
- Impact from day one
- Room to grow
- Transparent and open culture
- Supportive, high-calibre team
- Remote-first and flexible