Head of Technical Support - remote

Sowelo Consulting K.; Dubai; Remote; AED 180,000 - 240,000; Full time

Benefits offered by this job

Flexible work arrangements

Vast opportunities for professional advancement

Innovative work culture

Job summary

Sowelo Consulting K. is looking for a technical leader in Dubai to manage global support operations efficiently. You will oversee daily operations, ensuring that SLAs and KPIs are met, while leveraging analytics to enhance performance.

Your strong leadership skills and hands-on experience with tools like Zendesk will be crucial in refining processes and collaborating with product teams. The role offers a vibrant work culture and opportunities for professional advancement.

Qualifications

• Demonstrated leadership in managing global technical support or operations teams.
• Deep knowledge of support methodologies and industry best practices.
• Hands-on experience with CRM and help-desk tools like Zendesk.

Responsibilities

• Oversee daily operations ensuring SLAs and KPIs are met.
• Utilize data and analytics for performance optimization.
• Collaborate with Product Engineering to refine product experiences.

Skills

Leadership in technical support

Knowledge of support methodologies

Fluency in multiple languages

Tools

Zendesk

Jira

Workforce Management

Job description

Overview

Are you passionate about technical leadership? If so we have a remarkable opportunity for you! Based in the vibrant city of Dubai but with the flexibility of a global reach, our client is a leading entity specialized in FinTech solutions and pioneering technology.

Responsibilities

• Take charge of daily operations ensuring SLAs, KPIs and quality standards are met while continuously refining support processes for greater efficiency and impact.

• Use tools like Zendesk, Jira, Klaus and Workforce Management to streamline workflows and drive results.

• Leverage data and analytics to uncover trends, measure performance and make informed decisions that optimize support operations.

• Harness the power of technology to enhance both efficiency and the customer experience.

• Shape a robust self‑service strategy by maximizing the potential of the knowledge base and chatbot system.

• Monitor usage insights to identify opportunities for improvement and deliver smart solutions.

• Work hand‑in‑hand with Product Engineering and other teams to champion the voice of the customer and refine the overall product experience.

• Set clear actionable performance metrics to track the success of the team and every individual.

• Drive innovation, collaboration and results at every step.

Qualifications

• Demonstrated leadership in managing global technical support or operations teams.
• Deep knowledge of support methodologies and industry best practices.
• Hands‑on experience with CRM and help‑desk tools like Zendesk.
• Strong technical expertise in relevant technologies and systems.
• Fluency in multiple languages.

Preferred Qualifications

• Excellent analytical, organizational and communication skills.
• Exceptional problem‑solving abilities and a knack for making sound decisions under pressure.

Benefits

• A vibrant and innovative work culture encouraging creativity and teamwork.
• Vast opportunities for professional advancement and skill enhancement.
• Flexible work arrangements and the potential for international work exposure.
• Permanent contract or B2B contract.