Head of Customer Support at Talon.One

Offer summary

Qualifications:

5+ years of leadership experience in customer support within a B2B SaaS environment., Proven ability to build and mentor high-performing teams., Strong analytical skills to interpret key support metrics like CSAT, FRT, and FCR., Experience with support platforms, particularly Salesforce Service Cloud, is a plus..

Key responsibilities:

Lead and develop a high-performing customer support team.

Implement and optimize support strategies and workflows, focusing on automation.

Define and analyze key support KPIs for performance improvement.

Manage multiple priorities and adapt quickly in a fast-paced environment.

Job description

ABOUT US:

Talon.One is the most powerful incentives engine that unifies loyalty, promotions and gamification into one holistic platform.
Backed by enterprise-grade security and scalability, Talon.One empowers companies to build personalized, profitable promotions and loyalty programs using any data. Today, over 250 of the world’s most-loved brands including Adidas, Sephora and Carlsberg work with Talon.One to drive deeper engagement and lasting loyalty with their customers.

ABOUT THE ROLE:

We are launching a search for an experienced and strategic Head of Customer Support to spearhead a newly focused and evolving global support function at Talon.One. This leadership role is being established to bring a dedicated vision to our support operations. You'll have the unique opportunity to shape and build out this critical area, driving service excellence and customer satisfaction with considerable autonomy. This position offers significant room for professional growth and the chance to make a foundational impact as you develop the team and the function.

ABOUT THE TEAM:

Our dedicated first-level Support Team, comprised of five highly skilled Support Agents based in the Philippines, is committed to delivering exceptional, solutions-oriented service to Talon.One's diverse client base. Providing continuous 24/7 assistance via email and other digital channels, they are the crucial first point of contact for all technical issues. In close partnership with our Technical Account and Success Managers, this team ensures a seamless transition after client onboarding and plays a pivotal role in maintaining ongoing customer satisfaction and success.

This is a remote role; however, you must be located in India.

ONCE YOU ARE HERE YOU WILL:

Lead and develop a high-performing customer support team
Develop, implement, and continuously optimize support strategies, scalable processes, and efficient workflows, emphasizing automation opportunities
Define, track, and analyze key support KPIs (e.g., CSAT, FRT, FCR) to measure performance for actionable insights and continuous improvement
Drive support initiatives proactively, balancing strategic planning with hands-on operational involvement.
Manage multiple priorities and adapt quickly in fast-paced environments to meet Talon.One's business and customer

WHAT WE NEED YOU TO BRING TO THE TABLE:

5+ years of proven leadership in customer support within a B2B SaaS setting, with a history of building, mentoring, and guiding high-performing teams
A deep understanding of designing and scaling support strategies, processes, and workflows — including a keen eye for automation opportunities
Strong analytical skills to define and interpret key support metrics (CSAT, FRT, FCR) that drive insights and improve customer satisfaction
A hands-on, proactive approach to leading support initiatives — capable of balancing long-term planning with daily operations
Agility and resilience in fast-paced, ever-evolving environments, with the ability to adapt quickly and prioritize effectively
Solid experience with support platforms; Salesforce Service Cloud knowledge is a strong plus
Fluency in English is required

WHAT'S IN IT FOR YOU:

85,000 INR annual learning budget and full LinkedIn Learning access
30 days of annual leave, plus extra paid days for your birthday and moving day
25,000 INR home office setup budget, a 4,000 INR monthly home office allowance
Freedom to work from abroad for up to 90 days worldwide!
WeWork On-Demand access for flexible workspace solutions
Mental health support with nilo.health
We offer extensive health insurance through Plum

WHY YOU SHOULD WORK FOR US:

The right attitude: modern methods and a diverse, creative workspace with an open and international culture
Everyone for the product: Together we create a flexible, highly scalable product with state-of-the-art technologies. We can only succeed if everyone works as a team
Healthy Growth: Growing our company means growing everyone in the team. We love to share knowledge and learn
A great environment: Flexible and family-friendly environment, bright and easily accessible offices, modern software and hardware
High flexibility degree: Prefer to work early or late at night? Do you have to pick up your children from kindergarten? Do you prefer working abroad? We believe in results and motivated employees

Do you want this job?

We’d love to hear from you! Apply directly via the form below.

Talon.One is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. We do not make employment decisions on the basis of race, color, religious belief, ethnic origin, nationality, sex, gender identity, sexual orientation, disability, age, military or veteran status, or any other basis protected by applicable local, state, or federal laws or prohibited by company policy. As an employer we strive for a healthy and safe workplace and strictly prohibit harassment of any kind.

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