Head of Customer Support
Head of Customer Support
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Role Overview
We are seeking for a Head of Customer Support to lead global customer support and logistics operations. This role involves managing a distributed team optimizing processes and implementing systems to drive operational excellence customer satisfaction and scalable growth.
Key Responsibilities
Customer Support:
Oversee the support team (based in the Philippines) optimize KPIs like CSAT and response times and integrate AI tools to enhance efficiency and salesfocused interactions.
Logistics Operations:
Scale and manage logistics to meet global shipping SLAs and ensure seamless collaboration with supply chain teams.
Team Leadership:
Expand the support team to 3050 members manage 24/7 scheduling as needed and conduct regular training and development sessions.
Process Improvement:
Implement systems to monitor team performance and satisfaction leveraging data to improve the customer experience.
Requirements
Experience scaling support teams (0 to 3050 members) and driving KPI improvements.
Expertise in AI tools and automation for customer support.
Proven background in global logistics operations and achieving shipping SLAs.
Strong leadership communication and data analysis skills.
Familiarity with tools like Zendesk Gorgias or Freshdesk; experience with logistics platforms is a plus.
Employment Type
Full Time
