Head of Technical Support

hace 2 semanas

Bogotá, Colombia TechBiz Global GmbH A tiempo completo

At TechBiz Global, we are providing recruitment service to our TOP clients from our portfolio. We are currently seeking a Head of Technical Support to join one of our **clients**' teams. If you're looking for an exciting opportunity to grow in a innovative environment, this could be the perfect fit for you.

This role is central to delivering a seamless and high-quality customer experience across all touchpoints. You will manage global support teams, drive operational excellence, and implement a strategic vision for scalable, data-driven, and customer-obsessed support services—including a robust self-service infrastructure.

**Key Responsibilities**:

- **
Strategic Leadership**: Develop and execute a global support strategy aligned with business goals.
- ** Global Technical Support Delivery**: Ensure a consistent and high-quality customer support experience across all regions.
- ** Team Leadership**: Build, lead, and inspire high-performing global technical support teams with a culture of excellence and customer obsession.
- ** Customer Experience**: Drive customer satisfaction, retention, and loyalty through world-class technical support.
- ** Operational Excellence**: Oversee day-to-day operations, ensuring compliance with SLAs, KPIs, and support quality standards.
- ** Process Improvement**: Continuously optimize workflows and support processes using tools like **Zendesk**, **Jira**, **Klaus**, and **Workforce Management** platforms.
- ** Data-Driven Decision Making**: Leverage support data and analytics to measure performance, identify trends, and guide operational improvements.
- ** Technology Adoption**: Utilize cutting-edge tools and systems to enhance support efficiency and customer experience.
- ** Self-Service Strategy**: Design and implement an effective Level 1 self-serve solution using the knowledge base and chatbot system; analyze usage data to optimize content.
- ** Cross-Functional Collaboration**: Partner with Product, Engineering, and other departments to address customer needs and improve the product experience.
- ** Performance Management**: Define and monitor KPIs to evaluate team and individual performance and support continuous development.
**What We Offer**:

- Competitive compensation and benefits package
- Leadership role in a global, forward-thinking company
- Collaborative and innovative work environment
- Opportunities for growth and professional development
- Proven leadership experience in a **global technical support** or **technical operations** role.
- Strong knowledge of support methodologies, customer service principles, and operational best practices.
- Experience with help desk and CRM systems, especially **Zendesk**.
- Solid technical background with understanding of relevant systems and platforms.
- Excellent communication, interpersonal, and decision-making skills.
- Strong analytical skills with a data-driven mindset.
- Passion for delivering exceptional customer support.
- Fluency in **English**; fluency in additional languages is a plus.

  • Head of Support

    hace 2 semanas

    Bogotá, Colombia Geneva Call A tiempo completo

    **Engaging the world’s armed groups and de facto authorities in complex situations, Geneva Call’s staff is a force for humanity, respect and hope. We employ a highly motivated and dedicated staff from diverse backgrounds and nationalities. We offer a unique working environment in a challenging field. If you’re skilled and passionate, we would like to...

  • Head of Operations

    hace 2 semanas

    Bogotá, Colombia Cardif Colombia Seguros Generales S A A tiempo completo

    New Position: Head of Operations From Cardif Colombia - General Insurance, a company belonging to the BNP Paribas Group, we present the following position that is opening in the company. The Head of Operations will be responsible for leading the Implementation, Production, Customer Service, Claims, and Third-Party Payments areas; in order to ensure the...

  • Head of Operations

    hace 2 semanas

    Bogotá, Colombia Cardif Colombia Seguros Generales S A A tiempo completo

    New Position: Head of Operations From Cardif Colombia - General Insurance, a company belonging to the BNP Paribas Group, we present the following position that is opening in the company. The Head of Operations will be responsible for leading the Implementation, Production, Customer Service, Claims, and Third-Party Payments areas; in order to ensure the...

  • Head of Engineering

    hace 3 días

    Bogotá, Bogotá D.E., Colombia Dapta A tiempo completo

    About DaptaDapta is a no-code platform for backend and APIs. Our mission is to help businesses streamline their backend operations and API integrations to reduce the time and resources required to build and maintain their backend systems. We're searching for a rockstar Head of Sales part of our founding team to drive our sales growth globally.Job SummaryThe...

  • Head of Operations

    hace 1 semana

    Bogotá, Bogotá D.E., Colombia Cardif Colombia Seguros Generales S A A tiempo completo

    New Position: Head of OperationsFrom Cardif Colombia - General Insurance, a company belonging to the BNP Paribas Group, we present the following position that is opening in the company. TheHead of Operationswill be responsible for leading the Implementation, Production, Customer Service, Claims, and Third-Party Payments areas; in order to ensure the...

  • Head of Engineering

    hace 2 semanas

    Bogotá, Cundinamarca, 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...

  • Head of Digital

    hace 5 horas

    Bogotá - Torre A, Colombia Havas A tiempo completo

    Agency :Havas GroupJob Description :The Head of Digital is the senior leader charged with creating a vision, plans, and drives the enterprise-wide digital strategy, aligning the strategy with the agency's strategic objectives. Works closely with senior stakeholders and executive leadership to define and drive the role of digital operations and how it can...

  • technical trainning support

    hace 2 semanas

    Bogotá, Cundinamarca, Colombia Inchcape A tiempo completo

    Do you want to lead in a dynamic business that's transforming global automotive distribution?At Inchcape, we're pursuing an exciting strategy to evolve our global business and accelerate our industry towards a low-carbon, sustainable future.Join Inchcape. You'll be instrumental in executing our bold and exciting strategy, delivering great experiences for our...

  • Head of Partnerships

    hace 2 semanas

    Bogotá, Bogotá D.E., Colombia Tickmill A tiempo completo

    Are you looking for the next professional opportunity, that will challenge you and advance your career? Join our team nowTickmill is looking to hire a Head of Partnerships (LATAM)to join our rapidly expanding LATAM region.This is a role that plays a key part in driving revenue growth by acquiring new company clients and maintaining relationships with...

  • Head of Partnerships

    hace 5 horas

    Bogotá, Bogotá D.E., Colombia Tickmill A tiempo completo

    Are you looking for the next professional opportunity, that will challenge you and advance your career?Join our team nowTickmill is looking to hire aHead of Partnerships (LATAM)to join our rapidly expanding LATAM region.This is a role that plays a key part in driving revenue growth by acquiring new company clients and maintaining relationships with existing...