We are looking for a Head of Support who will join a stable, reliable product company with a large number of products and various tasks. This person is expected to build a modern support department in our company and ensure its high-quality work.
Responsibilities:
- Manage a team of technical and sales support specialists in direct and matrix reporting
- Conduct an audit of the existing Customer Support system and develop a strategy for its development
- Monitor the implementation of the main KPIs by support specialists, ensure the quality of request processing in accordance with the SLA
- Implement optimal Customer Support tools and services
- Develop regulatory documents
- Mentor department employees, create a favorable working environment
- Implement industry best practices
Requirements:
- 2+ years of experience in the position of Head of Support or similar
- Successful experience in building and organizing the work of Customer Support department
- Experience with B2B and B2C clients
- Experience with IT or complex technology products
- Excellent knowledge of Customer Support processes and tools
- English writing skills - Upper Intermediate and above
- Skills to describe and optimize business processes
- Experience in statistical analysis and reporting
- Knowledge of management methods and practices
Nice to have:
- Sales experience
- Knowledge of the software development process
- Database skills
