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Role Overview
Were looking for a Head of Customer Support to lead global support and logistics teams. This role focuses on optimizing operations, driving customer satisfaction, and ensuring scalable growth through effective systems and team leadership.
Key Responsibilities
Customer Support: Manage a distributed team, enhance KPIs like response time and CSAT, and integrate AI tools to improve efficiency and customer interactions.
Logistics: Oversee logistics to meet global shipping timelines and coordinate with supply chain teams for seamless operations.
Team Leadership: Grow the team to 30-50 members, manage schedules, and lead training initiatives.
Process Optimization: Implement systems to monitor performance, address challenges, and elevate the customer journey.
Requirements
Proven success in scaling support teams and improving KPIs.
Expertise in AI-driven tools and global logistics management.
Strong leadership, communication, and analytical skills.
Experience with platforms like Zendesk or Freshdesk; logistics tools knowledge is a bonus.
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