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Head of Technical Support
2 meses atrás
David Kennedy Recruitment is working with an award winning liquidity and technology solutions company who is seeking to onboard a Head of Technical Support to join their team.
Position: Head of Technical Support
Location: Remote/ GMT +4 timezone (+- 1 HR)
Employment type: Full-time
Remuneration: Base salary
DUTIES AND RESPONSIBILITIES:
- 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, fostering a culture of excellence
- 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, utilizing tools such as Zendesk, Jira, Klaus, and Workforce Management
- Use data and analytics to identify trends, assess performance, and make informed decisions to optimize support operations
- Leverage technology to streamline support processes and improve the overall customer experience
- Develop and implement a comprehensive self-service strategy, incorporating knowledge bases and chatbots, while monitoring usage to identify opportunities for improvement
- Work closely with Product, Engineering, and other teams to advocate for customer needs and contribute to enhancing the product experience
- Establish and track key performance indicators to assess the effectiveness of both team and individual contributions
REQUIREMENTS:
- Native/Fluency in English with strong proficiency in both written and spoken communication in both
- 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
OFFER:
- Exciting opportunity to play a key role in shaping the future of a rapidly growing fintech platform
- Competitive salary and performance-based incentives
- Collaborative and innovative work environment that encourages creativity and problem-solving
- Opportunities for professional growth and career advancement
- Flexible working arrangements and a comprehensive benefits package
