Head of Technical Support

As our Global Head of Technical Support, you will be responsible for leading and driving our global technical support team to deliver exceptional customer experiences. You will oversee all aspects of technical support, from ticket management and incident resolution to process improvement and team development. Additionally, you will play a crucial role in the construction and delivery of our level 1 self serve support.

Strategic Leadership: Develop and execute a global support strategy aligned with business objectives.

Global Technical Support Delivery: Establish and maintain a consistent, high-quality support experience across all regions.

Team Leadership: Build, lead and inspire a culture of customer obsession and excellence within the global technical support team.

Customer Experience: Drive customer satisfaction and loyalty through exceptional support experiences.

Operational Excellence: Oversee daily operations, ensuring adherence to SLAs, KPIs, and quality standards

Process Improvement: Continuously optimize support processes and workflows for efficiency and effectiveness, leveraging tools like Zendesk, Jira, Klaus, and Workforce Management.

Data-Driven Decision Making: Utilize data and analytics to identify trends, measure performance, and make data-driven decisions to optimize support operations.

Technology Adoption: Leverage technology to improve support efficiency and customer experience.

Self-Service: Develop and implement a robust self-service strategy, including utilising our knowledge base and chatbot system while Monitor and analyze self-service usage to identify areas for improvement and optimization.

Cross-Functional Collaboration: Collaborate closely with Product, Engineering, and other departments to advocate for customer needs and enhance the overall product experience.

Performance Management: Set and track key performance indicators to measure team and individual performance.

• Proven leadership experience in a global technical support or technical operations role
• Strong understanding of support methodologies and best practices
• Excellent problem-solving and decision-making skills
• Strong communication and interpersonal skills.
• Experience with customer relationship management (CRM) and help desk software, specifically Zendesk
• Technical proficiency in relevant technologies and systems
• A passion for customer service and a dedication to delivering exceptional support
• Fluency in multiple languages is preferred

• Reliability: official employment from the first day, bonuses, annual employee review (salary review or bonus, feedback on work results)
• Stability: our clients are in different countries, therefore we are ready for any changes in work of any country
• Development: a lot of projects and products, which means increasing expertise in working with different technologies, or even switching to completely new ones for you within the company
• Active corporate life: we participate in thematic conferences and forums in our cool sphere of business, corporate parties in the best restaurants of the city with participation of stars, etc
• Comfort: Offices are in different countries. You can work from anywhere in the world