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Head of Technical Support
David Kennedy RecruitmentBern, CHVor 30+ Tagen
Anstellungsart
- Vollzeit
StellenbeschreibungNative / 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 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
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 :
OFFER :