Head of Front Office

About Us: E100 is an international platform supporting transport companies across Europe. For over 25 years, we have been helping to optimize costs, manage fleets, and control financing. Our fuel card is accepted at over 20,000 points. We serve 25,000+ clients in 32 countries and belong to the TOP 3 acceptance networks in Europe. Behind our success are people – more than 700 specialists in 6 EU countries who create a friendly working environment every day, share knowledge, and grow together with the company. At E100, we value initiative, collaboration, and a real impact on how the transport industry evolves. Join us and help build the future of European mobility!

We are looking for an experienced Head of Front Office to lead and develop our international Front Office operations across Poland, Lithuania, Latvia, and Ukraine.In this role, you will be responsible for the strategic and operational management of our Customer Service, Helpline, and Sales Support functions, driving service excellence, operational efficiency, customer loyalty, and business growth. You will work closely with senior management to translate customer and operational insights into business improvements and ensure consistent standards across all markets.

Your Responsibilities:

• Operational and strategic management of international Front Office structures (Poland, Lithuania, Latvia, Ukraine) – including Customer Service, Helpline, and Sales Support departments.
• Building, motivating, and developing subordinate teams, while ensuring high workplace standards and customer service quality.
• Creating and implementing customer service strategies focused on building loyalty and increasing retention rates.
• Optimizing and automating operational processes within the managed areas.
• Achieving sales targets and expanding service cross-selling initiatives.
• Budget planning and oversight, as well as monitoring Key Performance Indicators (KPIs and SLAs).
• Implementing unified standards and tools for collecting and analyzing customer feedback (including churn rate and loyalty metrics).
• Setting development directions for IT systems in the Front Office area (prioritizing requests and system changes).
• Translating operational and market data into concrete business recommendations for the Management Board / Holding.
• Ensuring operational compliance and overseeing audits and controlling procedures.

Requirements:

• Minimum 5 years of experience in Customer Service / Contact Center operations.
• Minimum 2–3 years of experience in team management or an operational role.
• Strong knowledge of and practical experience working with metrics such as KPI, SLA, CSAT, and NPS.
• Practical knowledge of MS Office (especially MS Excel) and Helpdesk/CRM systems.
• Practical knowledge of Power BI and/or other reporting tools.
• Experience and skills in designing and optimizing customer service processes, as well as quality and efficiency analysis.
• Experience in managing ticketing systems, complaints, and escalations.
• Ability to optimize service processes and independently create and implement internal procedures.
• Fluency/High proficiency in English and Russian for comfortable communication in an international business environment.
• Nice to Have:Knowledge of Ukrainian or Lithuanian.
• Familiarity with software such as Zoho Service Desk, Cludo, or Asterisk.

Nice to Have:

• Knowledge of Ukrainian or Lithuanian.
• Familiarity with software such as Zoho Service Desk, Cludo, or Asterisk.

What We Offer:

• Stable Employment from Day One: We offer an employment contract right from the start, aimed at long-term cooperation.
• Competitive Compensation: PLN 18,292 to PLN 22,865 gross per month. After the probation period, you are eligible for a quarterly bonus of 20% of base salary based on KPI achievement.
• Professional Development: We invest in your development by providing comprehensive onboarding training and skill improvement programs.
• Comprehensive Benefits Package: Private medical care, MultiSport card, and group life insurance.
• Work Tools: We provide all the necessary tools required for your role.
• High Degree of Autonomy: We offer high independence in carrying out tasks and a flexible remote work model, allowing you to adapt your workflow to your needs.
• Future in an International Company: We will take care of your career within an organization that prioritizes innovation and a great working atmosphere.