Head of Customer Support

2 meses atrás

Lisboa, Portugal Bnberry Tempo inteiro

Bnberry, a leading technology company in the hospitality sector, is seeking a dynamic and experienced Head of Customer Support to lead our efforts in providing exceptional customer experiences. Our mission is to seamlessly connect hotels and resorts with short-term rental platforms, enhancing the overall guest experience. The Head of Customer Support will play a pivotal role in ensuring our customers receive unparalleled support services. This individual will be responsible for managing 24/7 support operations, implementing effective training and hiring strategies for our remote support team, and continuously improving our support functions to reduce costs and optimize efficiency. A strong focus will be placed on monitoring and improving guest communication scores, review scores, and message response times. Furthermore, the Head of Customer Support will collaborate closely with the product team to integrate product solutions and feedback, aiming to enhance the support team's performance and the end-user experience.

**Key Responsibilities**:

- Develop and manage a robust 24/7 customer support operation, ensuring global customers receive timely and effective assistance.
- Oversee the training, hiring, and performance management of the remote customer support team to maintain high service standards.
- Monitor key performance indicators (KPIs) such as guest communication scores, review scores, and message response times, implementing strategies for continuous improvement.
- Collaborate with the product team to incorporate customer feedback into product development, aiming to reduce support tickets and enhance user satisfaction.
- Design and implement cost-reduction strategies without compromising on the quality of customer support.
- Ensure the customer support team is equipped with the necessary tools and knowledge to provide exceptional service.
- Foster a culture of excellence, empathy, and continuous learning within the customer support department.

**Requirements**:

- Proven experience in a customer support leadership role, preferably within the hospitality or technology sectors.
- Strong operational background, with experience managing remote and international teams.
- Excellent analytical skills, with the ability to interpret data and KPIs to make informed decisions.
- Experience in budget management and cost optimization.
- Outstanding communication and interpersonal skills, with the ability to interact effectively with all levels of the organization and external partners.
- Familiarity with customer support software, CRM systems, and productivity tools.

**Benefits**
- Competitive base salary of $30k-40k annually
- Eligible performance bonuses.
- Paid time off and vacation
- Opportunities for professional development and career growth.
- A dynamic and supportive work environment where innovation is encouraged.

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