Head - Customer Support - IT

About Company:

Our client is the industry-leading provider of CRM messaging solutions. As a forward-thinking global company, it continues to innovate and develop cutting-edge solutions that redefine how businesses digitally communicate with their customers. It works with 2500 customers across 190 countries with customers ranging from SMBs to large global enterprises.

About the role:

As the Head of Customer Support, you will be responsible for overseeing the day-to-day operations of the customer support team, ensuring that our customers receive the highest level of support and satisfaction. You will work closely with cross-functional teams, including sales, marketing, engineering, and product management to ensure that customer needs and concerns are effectively communicated and addressed

Roles & responsibilities

- Develop and implement customer support strategies to ensure excellent customer satisfaction

- Lead, mentor, and manage the customer support team

- Ensure that customer inquiries, concerns, and issues are addressed in a timely and efficient manner

- Analyze customer feedback and implement improvements to our customer support processes and procedures

- Collaborate with cross-functional teams to identify and address customer needs and concerns

- Create and maintain a knowledge base of common customer issues and resolutions

- Develop and maintain customer support metrics and reporting to measure customer satisfaction and team performance

- Build and maintain relationships with clients and stakeholders

- Continuously improve customer support processes and methodologies

- Identify and pursue business development opportunities

- Provide leadership and guidance to the customer support team

- Evaluate customer support team performance and make recommendations for improvements

- Ensure customer support best practices are followed and documented

Requirements:

- To succeed, you will need a flexible skill set, including the ability to think strategically, execute tactically, and collaborate across many teams, levels, and situations.

- 12+ years of experience in customer support, with at least 5+ years in a leadership role

- Degree in a related field, or equivalent experience

- Strong knowledge of customer support processes and methodologies

- Experience in leading and managing customer support teams

- Excellent communication and leadership skills

- Strong problem-solving and decision-making skills

- Proven track record of delivering excellent customer service and satisfaction

- Experience in building and maintaining client and stakeholder relationships

- Strong business acumen and ability to identify business development opportunities