Head of Technical Support - remote

Sowelo Consulting K.; Remote; AED 200,000 - 300,000; Full time

Job summary

A leading FinTech solutions company based in Dubai is seeking a Head of Technical Support to manage global operations and enhance customer satisfaction through innovative support strategies. The ideal candidate will have proven leadership experience and strong expertise in CRM tools like Zendesk. The position offers opportunities for professional advancement and flexible work arrangements.

Benefits

Vibrant and innovative work culture

Opportunities for professional advancement

Flexible work arrangements

Qualifications

• Demonstrated leadership in managing global technical support or operations teams.
• Deep knowledge of support methodologies and industry best practices.
• Strong technical expertise in relevant technologies and systems.

Responsibilities

• Take charge of daily operations ensuring SLAs, KPIs, and quality standards are met.
• Leverage data to measure performance and optimize support operations.
• Collaborate with Product Engineering and other teams to champion customer voice.

Skills

Leadership in managing global technical support teams

Knowledge of support methodologies

Experience with CRM and help desk tools like Zendesk

Technical expertise in relevant technologies

Fluency in multiple languages

Tools

Zendesk

Jira

Workforce Management

Job description

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. We’re on the lookout for Head of Technical Support for a global technical support team to foster a culture focused on customer obsession and excellence. Deliver exceptional support experiences that enhance customer satisfaction and loyalty.

What your responsibilities will include:

• 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 selfservice strategy by maximizing the potential of the knowledge base and chatbot system.
• Monitor usage insights to identify opportunities for improvement and deliver smartsolutions.
• Work handinhand 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.
• Handson 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 problemsolving abilities and a knack for making sound decisions under pressure.

Joining us means you'll enjoy:

• 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.

Sounds interesting? Send us your CV by applying to this page!

Required Experience:

Senior IC

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