What are the responsibilities and job description for the Head of Technical Support position at David Kennedy Recruitment?
David Kennedy Recruitment is working with an award winning liquidity and technology solutions company who is seeking to onboard a Head of Technical Support to join their team.
Position : Head of Technical Support
Location : Remote / GMT 4 timezone ( - 1 HR)
Employment type : Full-time
Remuneration : Base salary
DUTIES AND RESPONSIBILITIES :
- Design and implement a global support strategy that aligns with organizational goals
- Ensure a consistent and high-quality support experience across all regions
- Cultivate and lead a high-performing, customer-focused global technical support team, fostering a culture of excellence
- Enhance customer satisfaction and loyalty by delivering exceptional support experiences
- Manage day-to-day 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 self-service 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 :
OFFER :
