What are the responsibilities and job description for the Head of Customer Support position at Turabit LLC?
About Turabit:
We have built best in class AI Assistants for IT and Customer Support teams to take Instant action and automate workflows across multiple enterprise applications.
- Our flagship Products Tuva CX & Tuva IT is an AI Assistant that helps Support/Service Teams to automate L1 & L2 Support Tickets without Human Intervention in order to make Self-service easy for Customers & Employees to get what they need instantly.
Role Overview:
- We are seeking a motivated and experienced Head of Customer Support to lead our customer support team and ensure our clients receive exceptional service. In this role, you'll develop and implement customer service strategies that improve satisfaction and loyalty, while overseeing daily operations to optimize the efficiency and performance of the team.
- If you are passionate about delivering a superior customer experience, thrive in a fast-paced environment, and have a knack for problem-solving, we’d love to have you on board!
Key Responsibilities:
- Lead, mentor, and manage the customer service team to achieve individual and collective performance goals.
- Provide coaching and support to improve team members' skills, ensuring a high standard of service.
- Conduct regular performance reviews, offer feedback, and implement employee development plans.
- Customer Experience Strategy: Design and implement customer service procedures, policies, and standards to enhance customer satisfaction.
- Monitor key performance indicators (KPIs) such as response times, customer satisfaction scores, and first-contact resolution.
- Develop and execute strategies to continuously improve the customer experience.
- Issue Resolution: Act as the escalation point for complex customer complaints or issues, ensuring timely and effective resolution.
- Collaborate with cross-functional teams (e.g., Sales, Product, Operations) to address customer pain points and streamline processes.
- Data & Reporting: Track and analyze customer service metrics, creating actionable insights for improving team performance.
- Prepare regular reports for senior management on team performance, customer satisfaction, and operational efficiencies.
- Utilize customer feedback to suggest enhancements to products, services, and internal processes.
- Technology & Systems: Oversee the implementation and use of customer support tools and technologies (e.g., CRM, ticketing systems).
- Ensure the team is fully trained on the tools, and continuously find ways to improve automation and workflow efficiency.
What We’re Looking For:
- Proven experience of 5 years as a Head of Customer Support or similar leadership role.
- Familiarity with CRM systems and practices.
- Proven ability to manage a high-performing customer service team.
- Strong knowledge of customer service principles, processes, and best practices.
- Experience working with customer service software and tools (e.g., Zendesk, Freshdesk, HubSpot).
- Excellent leadership, communication, and interpersonal skills.
- Ability to handle challenging situations and manage customer complaints effectively.
- Analytical mindset with the ability to interpret data and make data-driven decisions.
- Strong problem-solving and conflict resolution skills.
Perks:
Competitive salary and benefits package.
Flexible work environment (remote options available).
Opportunities for growth and professional development.
Access to cutting-edge tools and technologies.
