Head of Support

Key Responsibilities:

Strategic Leadership:

• Develop and execute the overall customer support strategy aligned with business goals.
• Establish performance metrics (SLAs, CSAT, NPS) and monitor team performance.
• Drive initiatives to improve customer experience and reduce resolution times.

Team Management & Development:

• Lead, mentor, and grow a high-performing support team across multiple channels (phone, email, chat, social media).
• Foster a customer-centric culture and promote continuous learning.
• Plan resource allocation and workforce management to meet demand.

Process Optimization:

• Implement and refine support workflows, ticketing systems, and knowledge bases.
• Leverage data and analytics to identify trends, root causes, and areas for improvement.
• Collaborate with product, engineering, and sales teams to address recurring issues and feedback.

Customer Engagement:

• Handle escalated customer issues and complex cases.
• Ensure proactive communication and timely resolution of customer inquiries.
• Build strong relationships with key customers and stakeholders.

Technology & Tools:

• Evaluate and implement customer support technologies (CRM, ticketing platforms, AI chatbots).
• Ensure integration and effective use of support tools for enhanced productivity.

Key Requirements:

• Education:
• Bachelor's degree in Business, Communications, IT, or related field.
• Experience:
• 8+ years in customer support or customer success roles, with at least 3 years in leadership positions.
• Experience managing multi-channel support teams and complex support operations.
• Skills:
• Strong leadership and people management skills.
• Excellent communication and problem-solving abilities.
• Proficiency with CRM and ticketing systems (Zendesk, Freshdesk, Salesforce Service Cloud, etc.).
• Data-driven mindset with ability to analyze metrics and drive improvements.