Role and responsibilities

As the Head of Technical Support, you will be responsible for leading and managing the technical support team. You will oversee all aspects of customer service, including team development, performance management, process improvement, and customer satisfaction. Your goal is to ensure that the technical support team provides exceptional service and contributes to the overall success of the organization and achievement of its goals

Key Responsibilities:

Strategic Planning and Leadership:

• Support the Director of Support in developing short/medium/long term strategy for the Support team, ensuring regional nuances are considered and experience and views of all team members are included in its development
• Contributing to the vision and mission setting and translating that to the team below, ensuring it informs decisions and tactics used
• Participates in cross-functional projects and initiatives, contributing expertise and supporting successful outcomes. Facilitates communication and information sharing between the technical support department and other departments

People and Performance Management:

• Provides strong leadership for the regional team, setting a positive example and inspiring team members
• Assists in developing and implementing the department's recruitment strategy, ensuring that it aligns with the overall business objectives. Recruit, hire, and develop a high-performing customer support team
• Manage team performance, including setting goals, tracking metrics, and providing feedback
• Develops and delivers training programs on various technical support topics, including product knowledge, customer service skills, and technical troubleshooting. Oversees the delivery of training programs, ensuring that they are effective, engaging, and meet the needs of the team
• Works with team members to set individual and team goals, ensuring that they are challenging, achievable, and aligned with the department's objectives, adhering to regular company-wide goal framework
• Fosters a culture of open and honest feedback within the department, encouraging employees to seek feedback and provide constructive input. Leads coaching initiatives, providing individual coaching and mentoring to team members
• Drives employee engagement and morale, attracting and maintaining top talent as well as managing poor performance
• Operational Performance and Process Improvement:
• Identifies and implements opportunities to improve operational efficiency within the department, reducing costs and increasing productivity
• Drives process improvement initiatives, streamlining workflows and eliminating inefficiencies. Evaluates and recommends new technologies to improve operational efficiency and customer satisfaction
• Oversees the performance management process for the department, ensuring that it is fair, consistent, and effective and in alignment with the performance management framework
• Manages SLAs for the regional team, ensuring that they are clear, achievable, and aligned with the company's goals. Monitors SLA performance, identifying areas for improvement and taking corrective action as needed
• Develops and implements capacity planning plans for the department, ensuring that the department has the necessary resources to meet demand.

Customer Experience:

• Manages the escalation process, ensuring that escalated complaints are handled promptly and effectively
• Develop and implement strategies to enhance the overall customer experience
• Oversees the resolution of escalated complaints within their regional team, working with team members to identify solutions and address customer concerns
• Conducts root cause analysis for escalated complaints, identifying underlying issues and implementing corrective actions
• Monitors customer satisfaction levels and takes steps to address any recurring complaints or issues within the department
• Oversees the incident management process, ensuring that incidents are handled promptly and effectively
• Conducts or participates in quality assurance audits, identifying areas for improvement and taking corrective action.

Project coordination:

• Assist in/collaborate in technology projects, including system upgrades, migrations, and implementations
• Coordinate with technical teams and end-users to ensure successful project outcomes

Role profile:

• At least 5 years experience in an operational leadership role in a B2B SaaS environment
• Strong understanding of technical support processes and systems
• Strong understanding of customer service principles and best practices
• Ability to lead and motivate teams
• Excellent analytical and problem-solving skill
• Attention to detail with numerical accuracy and ability to perform high-level data analysis
• Effective communication skills, written and verbal with ability to prepare and present department plans
• Ability to manage competing priorities and deliver to deadlines
• Experience with Salesforce CRM and Zendesk is very advantageous