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.

Skills Required

Team Management, Customer Engagement, Crm, People Management, Salesforce Service Cloud