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