Head of Technical Support(m/w/x)

## Head of Technical Support 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 an 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 ## Requirements 1. Proven leadership experience in a **global technical support** or **technical operations** role. 2. Strong knowledge of support methodologies, customer service principles, and operational best practices. 3. Experience with help desk and CRM systems, especially **Zendesk**. 4. Solid technical background with understanding of relevant systems and platforms. 5. Excellent communication, interpersonal, and decision-making skills. 6. Strong analytical skills with a data-driven mindset. 7. Passion for delivering exceptional customer support. 8. Fluency in **English**; fluency in additional languages is a plus.