Head of Technical Support ID-5457
This role is central to delivering a seamless and high-quality customer experience across all touchpoints. You will manage global support teams, drive operational excellence, and implement a strategic vision for scalable, data-driven, and customer-obsessed support services—including a robust self-service infrastructure.
Key Responsibilities:
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Strategic Leadership: Develop and execute a global support strategy aligned with business goals.
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Global Technical Support Delivery: Ensure a consistent and high-quality customer support experience across all regions.
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Team Leadership: Build, lead, and inspire high-performing global technical support teams with a culture of excellence and customer obsession.
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Customer Experience: Drive customer satisfaction, retention, and loyalty through world-class technical support.
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Operational Excellence: Oversee day-to-day operations, ensuring compliance with SLAs, KPIs, and support quality standards.
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Process Improvement: Continuously optimize workflows and support processes using tools like Zendesk, Jira, Klaus, and Workforce Management platforms.
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Data-Driven Decision Making: Leverage support data and analytics to measure performance, identify trends, and guide operational improvements.
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Technology Adoption: Utilize cutting-edge tools and systems to enhance support efficiency and customer experience.
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Self-Service Strategy: Design and implement an effective Level 1 self-serve solution using the knowledge base and chatbot system; analyze usage data to optimize content.
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Cross-Functional Collaboration: Partner with Product, Engineering, and other departments to address customer needs and improve the product experience.
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Performance Management: Define and monitor KPIs to evaluate team and individual performance and support continuous development.
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What We Offer:
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Competitive compensation and benefits package
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Leadership role in a global, forward-thinking company
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Collaborative and innovative work environment
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Opportunities for growth and professional development
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Proven leadership experience in a global technical support or technical operations role.
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Strong knowledge of support methodologies, customer service principles, and operational best practices.
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Experience with help desk and CRM systems, especially Zendesk.
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Solid technical background with understanding of relevant systems and platforms.
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Excellent communication, interpersonal, and decision-making skills.
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Strong analytical skills with a data-driven mindset.
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Passion for delivering exceptional customer support.
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Fluency in English; fluency in additional languages is a plus.
