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Head of Technical Support
hace 4 meses
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 Information
#LI-Remote
Trustonic is an equal opportunity employer. We do not discriminate on any grounds. We empower, engage, enable and value differences between people, including; different races, ethnicities, genders, ages, religions, disabilities and sexual orientations, with differences in education, backgrounds, skill sets, experiences and knowledge.
