Head of Technical Support

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