Head of Technical Support

hace 5 meses

Bogota, Colombia Trustonic A tiempo completo

**Company Description**
**_
Who we are..._**

At Trustonic our products are making a difference across the world. One moment we’re ensuring low-income families worldwide can access the life-changing benefits of an internet-enabled smartphone. The next we’re protecting the safety and integrity of the vehicles we drive and the devices we care about.

We pride ourselves on living by the Trustonic culture code, a blueprint for our journey that recognises that great working environments don’t guarantee success, but bad ones almost always ensure failure.

Working here, you’ll find a company that celebrates its diversity and is looking to do the right thing: for each other, the community and the planet. We believe in equal opportunities and take to heart the old African proverb ’If you only want to go fast, go alone. If you want to go far, go together’.

We work flexibly when and where we’re at our best, but regardless of how you choose to work, we’ll make sure you feel like one of the team.

Click here if you would like to find out more about Trustonic's culture code.

If you would like to work in a fast-moving global technology company, with great ambition, then we’d love to hear from you

Reporting to the Chief Product Development Officer, we are looking for a hands-on technical support leader for our customer support service. You will be an expert in technical support with demonstrated experience for building rapport with our internal team, customers and managing a high performing team, and ensuring your direct reports provide the highest levels of customer satisfaction. You develop and maintain leading product expertise within your team, move fluidly between various tools and channels, and find the best solutions possible for our customers. You enjoy speaking with customers, managing escalations, and take pride in customer-facing work. You set the tone, energy, and professionalism for your team.

**A bit about the team and what you'll deliver...**

As the **Head of Technical Support,** you will:

- People leadership: Lead a team of Technical Support Engineers, fostering an environment for exceptional customer support and value delivery to customers.
- Improve customer service quality and efficiency results by studying, evaluating, and re-designing systems & processes; establishing and communicating service metrics; monitoring and analysing results and implementing changes.
- Ensure that the Technical Support team provides the highest-level-of-service ensuring client confidence.
- Take ownership of support escalations, ensure customer resolution, eliminate roadblocks, and empower accountability for team performance and customer SLAs.
- Manage escalated tickets and mediate client relations by collaborating with internal teams including Product Development, Sales, Customer Success, and others.
- Proactively work with other managers and executives in strategic planning and implementation of policies and procedures that improve service levels and efficiencies.
- Work with Product Development and other to prioritise plans to solve client reported defects.
- Operational focus: Partner with internal teams to enhance efficiency, drive OKRS, and enhance the overall support experience.
- Player/Coach: Guide team members with clear performance and development structure and continuous feedback. Ensure your team possesses the technical skills to deliver an outstanding customer experience. Support team growth by ensuring the right skills are in place and investing in their professional development.

**_ Who you are..._**

Knowledge and experience:

- Hands-on experience with cloud & software platforms, depth of technical understanding and knowledge to effectively manage issues & resolution.
- Experience with Android OS and Device Management is highly advantageous.
- Experience working with Mobile Operators, OEM highly advantageous.
- Experience supporting critical systems that operate 24x7x365.
- 5+ years’ experience technical leading customer support teams in the tech or SaaS space.
- 5+ years of customer support leadership or technical support leadership.
- Software development experience (highly advantageous).
- Demonstrated customer orientation, strength in analytical understanding.
- Fluent in English & Spanish (Mandatory Requirement). Portuguese desirable.

**_ What makes you, you..._**

As the **Head of Technical Support**, you will:

- Leadership experience in a fast-paced, results-driven environment, prioritising relationships, and team development.
- Expertise in owning and scaling support operations with process development, escalation protocols, communication tools, and ticketing systems.
- Proficient in analysing support data to support hypotheses and deliver on action plans.
- Have strong leadership skills, personal drive, and ability to see projects through to execution in a corporate environment.
- Celebrates wins, encourages autonomy, ownership, and transparency.

**Additional Informati

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