Our company delivers exceptional recruitment services on a global scale, presenting an innovative approach that connects candidates and clients seamlessly.
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
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