Head of Customer Support

• Develop and execute a comprehensive support strategy that aligns with company goals and enhances customer experience.
• Establish and track key performance indicators (KPIs) that link customer support efforts with revenue generation and business growth.
• Lead the transition from a reactive support model to a proactive, customer-centric approach that delights customers and drives loyalty.

• Oversee day-to-day operations of the customer support team, ensuring timely and high-quality resolution of customer issues across multiple channels (email, phone, live chat, social media, in-app).
• Implement and optimize support processes, tools, and technologies to improve efficiency and scalability.
• Lead the integration of automation and AI-driven solutions to streamline support workflows, reduce response times, and provide personalized customer interactions.
• Develop a robust knowledge base and self-service resources to empower customers and reduce ticket volume.

• Recruit, mentor, and retain top talent to build a high-performing, diverse support team.
• Foster a culture of continuous learning and development through training programs and career development paths.
• Implement specialized roles within the team (e.g., automation specialists, knowledge base management, technical support) to address evolving business needs.

• Act as the voice of the customer within the organization, advocating for their needs and expectations.
• Establish feedback loops with product, engineering, and marketing teams to ensure customer insights drive product improvements and innovation.
• Handle escalations and crisis management with professionalism and empathy, protecting the company s reputation.

• Partner closely with sales, product, and marketing teams to ensure a cohesive and seamless customer journey.
• Develop strategies to support the launch of new products and features, including training for the support team and customer education initiatives.

• Design and implement a global support structure that provides 24/7 assistance, taking into account regional nuances and language capabilities.
• Ensure compliance with international data privacy and security regulations, such as GDPR and CCPA.

• Experience : 8 12 years in customer support, with at least 3 years in a leadership role managing a support function in a product-based company.
• Track Record : Proven experience building and scaling B2B and B2C customer support teams, preferably in fast-growing companies with a strong customer focus.
• Technical Proficiency : Strong understanding of support technologies, CRM systems, and best practices for multichannel support.
• Data-Driven : Experience in setting and analyzing support metrics (e.g., CSAT, NPS, first response time, resolution rates) to drive continuous improvement.
• Communication Skills : Exceptional verbal and written communication skills, with the ability to articulate complex concepts in a clear and compelling manner.
• Customer-Centric Mindset : Passionate about delivering exceptional customer experiences and embedding this mindset within the team.
• Hands-On Leadership : Willingness to get involved at all levels to ensure team success and customer satisfaction.
• Global Perspective : Experience managing global support teams and understanding the unique challenges of international support.

Benefits:

• Competitive salary.
• Health insurance.
• Casual dress code.
• Dynamic, collaboration-friendly office environment.