drjobs Support Technical Head

Support Technical Head

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1 Vacancy
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Job Location drjobs

remote - USA

Monthly Salary drjobs

Not Disclosed

drjobs

Salary Not Disclosed

Vacancy

1 Vacancy

Job Description

David Kennedy Recruitment is working with an award winning liquidity and technology solutionscompanywho is seeking to onboard a Head of Technical Supportto join their team.


Position: Head of Technical Support

Location: Remote/ GMT 4 timezone ( 1 HR)

Employment type: Fulltime

Remuneration: Base salary


DUTIES AND RESPONSIBILITIES:

  • Design and implement a global support strategy that aligns with organizational goals
  • Ensure a consistent and highquality support experience across all regions
  • Cultivate and lead a highperforming customerfocused global technical support team fostering a culture of excellence
  • Enhance customer satisfaction and loyalty by delivering exceptional support experiences
  • Manage daytoday 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 selfservice 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 Englishwith strong proficiency in both written and spoken communication in both
  • Proven experience leading global technical support or technical operations teams.
  • Indepth 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
  • Handson 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 toptier support experiences


OFFER:

  • Exciting opportunity to play a key role in shaping the future of a rapidly growing fintech platform
  • Competitive salary and performancebased incentives
  • Collaborative and innovative work environment that encourages creativity and problemsolving
  • Opportunities for professional growth and career advancement
  • Flexible working arrangements and a comprehensive benefits package

Employment Type

Full Time

Company Industry

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