Job Opportunity: Head of Support Job Summary:
My client are seeking a dynamic and strategic leader to join their team as the Technical Support / Operations Manager. In this role, you will lead and manage the support team, ensuring the delivery of exceptional customer service and technical support to our clients. You will be responsible for building and enhancing support operations, developing the team's skills, and collaborating with other departments to ensure customer satisfaction and retention.
The ideal candidate will have experience in the software/Data centre industry, a deep understanding of customer support best practices, and a passion for delivering excellent service.
Key Responsibilities: ?
Leadership and Strategy:
- Develop and implement the overall support strategy in alignment with company goals and QMS.
- Lead, mentor, and grow the support team, fostering a customer-centric culture.
- Set performance goals, monitor progress, and provide regular feedback to the team.
Operations Management:
- Oversee daily operations of the support department, ensuring efficient and effective service delivery.
- Implement and optimize support processes, tools, and technologies to improve efficiency and customer satisfaction.
- Monitor support metrics and KPIs globally, and take corrective actions as needed.
Collaboration and Communication:
- Collaborate with Product, Engineering, Sales, and Marketing to provide feedback for product improvements.
- Communicate support trends, issues, and performance to senior management.
- Develop and maintain knowledge base articles, FAQs, and other support documentation.
Continuous Improvement:
- Stay current with industry trends, best practices, and emerging technologies in customer support.
- Drive initiatives to improve the customer support experience, including training programs, process improvements, and new support channels.
Experience:
- Experience in customer support or technical support roles, within a leadership position.
- Proven experience in the software industry, preferably with SaaS products.
Skills and Competencies:
- Strong leadership and team management skills.
- Excellent communication and interpersonal skills.
- Ability to think strategically and execute tactically.
- Strong problem-solving and analytical skills.
- Experience with support tools and platforms (e.g., Zendesk, Jira, Salesforce Service Cloud).
- Familiarity with software development processes and methodologies
What you need to do now
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