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Head of Global Customer Support

Remote: 
Full Remote
Contract: 
Full time
Experience: 
Senior (5-10 years)
Work from: 
Malta

Offer summary

Qualifications:

7+ years leadership in customer support, Bachelor’s degree in relevant field, Master's degree preferred, Expertise in Zendesk and CRM software, Strong analytical skills.

Key responsabilities:

  • Lead customer support and workforce management
  • Develop strategies for efficiency and effectiveness
  • Establish and monitor performance metrics
  • Optimize customer support processes
  • Manage quality assurance and talent development
Bullfinch Recruitment logo
Bullfinch Recruitment Human Resources, Staffing & Recruiting TPE https://Bullfinchrecruitment.com
2 - 10 Employees
About Bullfinch Recruitment
Are you tired of boring, traditional recruitment companies? Do you wish there was a recruitment company that was actually fun and enjoyable to work with? Well, now there is! Introducing Bullfinch Recruitment, the hottest new recruitment company on the block. We're doing recruitment differently, with a focus on fun, innovation, and technology. We know that recruitment can be a stressful and time-consuming process. That's why we're here to make it as easy and enjoyable as possible for both businesses and candidates. Here's what sets us apart from other recruitment companies: • For us innovation in recruitment is key in finding the right talent, we don’t just wait hoping candidates will apply or have a rolodex of CVs that we shove at people. Each role for us is unique and we headhunt to get the right person for the role. It’s not just about filling the role and getting a bum on a seat and an invoice in an inbox…it’s about making sure that the candidate is right for the company, but that also the company is right for the candidate. Continuous relationships with our partners and our candidates is key. • We have a dedicated team of recruitment experts who are passionate about helping businesses and candidates succeed. • We provide an end to end managed service from research, marketing, sourcing and screening, interview management, offer management and notice period management. Along with at no additional cost ongoing services provided which surpass the offerings from your normal recruitment agencies such as access to our Applicant Tracking System (ATS), weekly insights reporting and regular check ins with the hiring team. So, if you're looking for a recruitment company that is not a grind to work with, in fact will make your recruitment lives a lot easier, more fun and more successful while also helping you find the right talent or the right job, then contact Bullfinch Recruitment today!
See more Bullfinch Recruitment offers

Job description

Our client, a pioneer in the social casino gaming industry, is in search of a seasoned Head of Global Customer Support.


This role is not just about directing our customer support and workforce management functions, but about leading a strategic initiative to ensure exceptional service delivery and operational efficiency across all customer interactions and staffing operations. The ideal candidate will bring a robust background in data-driven performance optimization, team management, and a proactive approach to service excellence.

Key Responsibilities

  • Leadership and Management: Lead the customer support and workforce management functions, fostering a culture of excellence, accountability, and data-driven optimization.
  • Strategic Oversight: Develop and implement comprehensive strategies to enhance the effectiveness and efficiency of customer support and workforce scheduling, focusing on metrics and data analysis to drive decisions.
  • Performance Metrics: Establish, monitor, and analyze key performance indicators (KPIs) across both functions, using data to drive performance improvements and align with the company’s strategic goals.
  • Process Optimization: Continuously evaluate and refine customer support processes and workforce management systems to maximize operational efficiency and service quality.
  • Quality Assurance and Platform Management: Oversee quality control and manage the customer support platform, Zendesk, ensuring optimal utilization to improve service delivery and team productivity.
  • Talent Development: Direct recruitment, training, and development programs, ensuring teams are highly competent and aligned with Patrianna’s standards of excellence.
  • Crisis Management: Resolve escalated issues and manage critical challenges effectively, maintaining service continuity and high customer satisfaction.
  • Data-Driven Reporting: Deliver detailed, data-oriented reports to senior management that reflect team performance, customer feedback, and strategic insights.

Qualifications

  • Experience: At least 7+ years in leadership roles within customer support and workforce management, ideally within the Gaming or e-commerce sectors, with a proven track record in using data to enhance operational outcomes.
  • Education: Bachelor’s degree in Business Administration, Management, or related fields. Master’s degree preferred.
  • Skills: Advanced skills in strategic planning and team management; expertise in CRM and workforce management software, particularly Zendesk; strong analytical skills to drive data-led decisions.
  • Characteristics: Proactive, data-driven, with excellent problem-solving skills and the ability to inspire and lead teams effectively.

Benefits

  • Competitive salary with performance-based incentives
  • Flexibility to work remotely with adaptable work hours
  • Comprehensive health, wellness, and insurance benefits
  • Opportunities for ongoing professional development and career progression

Required profile

Experience

Level of experience: Senior (5-10 years)
Industry :
Human Resources, Staffing & Recruiting
Spoken language(s):
English
Check out the description to know which languages are mandatory.

Hard Skills

Data AnalysisStaffing SoftwareTalent DevelopmentProcess OptimizationCustomer Relationship Management (CRM) SoftwareCrisis ManagementPerformance Metric

Other Skills

  • Data Reporting
  • Strategic Planning
  • Quality Assurance
  • Leadership
  • Problem Solving
  • Team Management
Are you interested?

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