- Leadership/Supervisory Role: The first and most prominent role of the Head of Customer Support is to provide leadership and direction to the entire customer support department. He establishes and oversees the adoption of the support department's vision, goals, and objectives at all levels.

- The Head of Customer Support leads ground support for customer support agents and managers, developing and implementing efficient officers in implementing customer experience support plans. This is inclusive of leading analyses, workshops, and the development of recommendations for consumer insights for review by the Director of sales, marketing, and key stakeholder.

Responsibilities:

- In this capacity, the Head of Customer Support also plays a mentorship role to key customer support personnel by assisting in the execution of their duties upon request, ensuring constant sharpening of their skills and grooming them for the occupation of his position in the future.

- The Head of Customer Support drives necessary changes for the improvement of operating and organizational efficiency of the customer support team.

- He orchestrates the continuous improvement of customer experience through the formulation or constant improvement of the approaches and strategies applied by the team. The Head of Customer Support also supports the relevance of the business's customer loyalty targets to ensure that they are communicated and applied correctly across the sales department.

- Analytics: The Head of Customer Support is also tasked with a strategic role, where he measures the effectiveness of all customer support approaches and initiatives primarily through conducting consumer surveys and analysis of recorded support agent to consumer correspondence. The Head of Customer Support also conducts research and puts performance measures in place for the purpose of continually monitoring the customer support performance processes, which leads to the formulation of improved approaches and strategies that facilitate the achievement of consumer satisfaction targets.

- The Head of Customer Support is also tasked with conducting financial analysis for the department, managing the departmental budget, voicing any additional financial support to the finance department for the purpose of facilitating improvement in customer support initiatives. He additionally creates reports and strategic recommendations from various customer support research and analyses, which he presents to the Director of Sales, the Chief Sales Officer, and relevant stakeholders.

- Relationships: The Head of Customer Support is also in charge of managing both internal and external relationships on behalf of the customer support department. He oversees all top administration customer support management and stakeholders as well as engaging in direct interactions with the business's consumers. These interactions will normally involve negotiation with consumers with an aim of collecting feedback on customer support efforts and influencing senior customer support management and stakeholders on proposed approaches and strategies for the department.

- Other Duties: The Head of Customer Support also performs other duties as are he deems necessary in the execution of his duties or duties as delegated by the Director of Sales, the Chief Sales Officer, or the Employer.

- Experience: A candidate for this position must have working experience in customer support, preferably within a fast-paced and competitive environment. The candidate will also have vast experience in customer service research and analytical techniques.

- A suitable candidate will also have had proven and successful experience driving positive change and influencing enhanced performance in a customer support department. This candidate will also have had a proven and successful experience mapping consumer journey and creating customer support strategies. As a bonus, the candidate will also portray a deep understanding of the importance of aligning departmental targets with the business KPIs.

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.