Head of Customer Support

We are looking for a Head of Customer Support to join the FinTech company. Using cutting-edge solutions to help brokerages and exchange firms empower their businesses, our team is skilled, transparent and success-oriented.

Responsibilities:
● As our Global Head of Technical Support, you will be responsible for
leading and driving our global technical support team to deliver
exceptional customer experiences. You will oversee all aspects of
technical support, from ticket management and incident resolution to
process improvement and team development. Additionally, you will play
a crucial role in the construction and delivery of our level 1 self serve
support.
● Strategic Leadership: Develop and execute a global support strategy
aligned with business objectives.
● Global Technical Support Delivery: Establish and maintain a consistent,
high-quality support experience across all regions.
● Team Leadership: Build, lead and inspire a culture of customer
obsession and excellence within the global technical support team.
● Customer Experience: Drive customer satisfaction and loyalty through
exceptional support experiences.
● Operational Excellence: Oversee daily operations, ensuring adherence
to SLAs, KPIs, and quality standards
● Process Improvement: Continuously optimize support processes and
workflows for efficiency and effectiveness, leveraging tools like
Zendesk, Jira, Klaus, and Workforce Management.
● Data-Driven Decision Making: Utilize data and analytics to identify
trends, measure performance, and make data-driven decisions to
optimize support operations.
● Technology Adoption: Leverage technology to improve support
efficiency and customer experience.
● Self-Service: Develop and implement a robust self-service strategy,
including utilising our knowledge base and chatbot system while
Monitor and analyze self-service usage to identify areas for
improvement and optimization.
● Cross-Functional Collaboration: Collaborate closely with Product,
Engineering, and other departments to advocate for customer needs
and enhance the overall product experience.
● Performance Management: Set and track key performance indicators to
measure team and individual performance.

Obligatory:
● Proven leadership experience in a global technical support or technical
operations role.
● Strong understanding of support methodologies and best practices.
● Excellent problem-solving and decision-making skills.
● Strong communication and interpersonal skills.
● Experience with customer relationship management (CRM) and help
desk software, specifically Zendesk.
● Technical proficiency in relevant technologies and systems.
● A passion for customer service and a dedication to delivering
exceptional support.
● Fluency in multiple languages is preferred

Contact for more details: ka.rakulenka@gmail.com