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