Head Of Technical Support

hace 7 horas

Bogotá, Colombia INGEPSY A tiempo completo

David Kennedy Recruitment is working with an award-winning liquidity and technology solutions company who is seeking to onboard a Head of Technical Support to join their team.

Position: Head of Technical Support

Employment type: Full-time

DUTIES AND RESPONSIBILITIES:

  • Design and implement a global support strategy that aligns with organizational goals.
  • Ensure a consistent and high-quality support experience across all regions.
  • Cultivate and lead a high-performing, customer-focused global technical support team, fostering a culture of excellence.
  • Enhance customer satisfaction and loyalty by delivering exceptional support experiences.
  • Manage day-to-day operations, ensuring compliance with SLAs, KPIs, and quality standards.
  • Continuously refine support processes and workflows to improve efficiency and effectiveness, utilizing tools such as Zendesk, Jira, Klaus, and Workforce Management.
  • Use data and analytics to identify trends, assess performance, and make informed decisions to optimize support operations.
  • Leverage technology to streamline support processes and improve the overall customer experience.
  • Develop and implement a comprehensive self-service strategy, incorporating knowledge bases and chatbots, while monitoring usage to identify opportunities for improvement.
  • Work closely with Product, Engineering, and other teams to advocate for customer needs and contribute to enhancing the product experience.
  • Establish and track key performance indicators to assess the effectiveness of both team and individual contributions.

REQUIREMENTS:

  • Native/Fluency in English with strong proficiency in both written and spoken communication.
  • Proven experience leading global technical support or technical operations teams.
  • In-depth understanding of support methodologies and industry best practices.
  • Strong ability to solve complex problems and make sound decisions under pressure.
  • Ability to engage and collaborate effectively across teams.
  • Hands-on experience with customer relationship management (CRM) systems and help desk platforms, particularly Zendesk.
  • Solid technical proficiency with relevant systems and technologies.
  • Passionate about customer service and committed to delivering top-tier support experiences.

OFFER:

  • Exciting opportunity to play a key role in shaping the future of a rapidly growing fintech platform.
  • Competitive salary and performance-based incentives.
  • Collaborative and innovative work environment that encourages creativity and problem-solving.
  • Opportunities for professional growth and career advancement.
  • Flexible working arrangements and a comprehensive benefits package.
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