Head of Technical Support
2 hours ago
Description
• Design and implement a global support strategy that aligns with organizational goals • Ensure a consistent and high-quality support experience across all regions • Cultivate and lead a high-performing, customer-focused global technical support team • Enhance customer satisfaction and loyalty by delivering exceptional support experiences • Manage day-to-day operations, ensuring compliance with SLAs, KPIs, and quality standards • Continuously refine support processes and workflows to improve efficiency and effectiveness • Use data and analytics to identify trends and assess performance • Leverage technology to streamline support processes and improve overall customer experience • Develop and implement a comprehensive self-service strategy • Work closely with Product, Engineering, and other teams to advocate for customer needs • Establish and track key performance indicators
Requirements
• Native/Fluency in English with strong proficiency in both written and spoken communication • Proven experience leading global technical support or technical operations teams • In-depth understanding of support methodologies and industry best practices • Strong ability to solve complex problems and make sound decisions under pressure • Ability to engage and collaborate effectively across teams • Hands-on experience with customer relationship management (CRM) systems and help desk platforms, particularly Zendesk • Solid technical proficiency with relevant systems and technologies • Passionate about customer service and committed to delivering top-tier support experiences
Benefits
• Competitive salary and performance-based incentives • Flexible working arrangements • Comprehensive benefits package • Opportunities for professional growth and career advancement • Collaborative and innovative work environment that encourages creativity and problem-solving
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