Head of Customer Support

Job Description:

Position Overview:

The Head of Customer Support will lead and manage the customer support operations, ensuring the highest level of customer satisfaction. This role involves strategic planning, team management, and developing customer support processes that align with the company's goals
and values.

Key Responsibilities:

1. Leadership and Strategy:
o Lead the customer support team by fostering a collaborative and customer-centric
environment.
o Develop and implement strategic plans to enhance customer support operations
and improve customer satisfaction.

2. Customer Support Operations:
o Oversee the daily operations of the customer support team, ensuring efficient and
effective resolution of customer issues.
o Establish and monitor key performance indicators (KPIs) to track and improve team
performance.
3. Team Management:
o Recruit, mentor, and motivate the customer support team to deliver exceptional
service.
o Conduct regular performance reviews and provide constructive feedback to team
members.

4. Customer Relationship Management:
o Develop and maintain strong relationships with key customers to understand their
needs and ensure their satisfaction.
o Handle escalated customer issues and work towards prompt resolution.
5. Process Improvement:
o Identify areas for improvement in customer support processes and implement
changes to enhance efficiency and effectiveness.
o Stay updated on industry trends and best practices to continuously improve
customer support operations.

6. Collaboration:
o Work closely with the Sales, Marketing, Product, and IT teams to ensure a seamless
customer experience.
o Provide feedback to the product team on customer pain points and suggest
enhancements.

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7. Reporting:
o Prepare and present regular reports on customer support activities, team
performance, and customer satisfaction metrics to the executive team.

Desired Profile / Criteria / Skills :

Behavior Skills and Qualifications:

• Bachelor's degree in Business Administration, Management, or a related field; MBA
preferred.
• Proven experience in a leadership role in customer support or a similar function.
• Demonstrable ability to communicate, present, and influence credibly and effectively at all
levels of the organization.
• Strong understanding of SaaS business operations and the unique challenges of supporting
SaaS solutions.

Offered Benefits / Facilities :

•  A dynamic and challenging work environment with ample opportunities for professional growth and advancement.
• Competitive salary with a robust benefits package.
• A culture that values innovation, reliability, and a strong customer focus.