Head of Technical Support - remote

Sowelo Consulting K.; Dubai; Remote; USD 80,000 - 120,000; Full time

Job summary

An established industry player in FinTech solutions is seeking a Head of Technical Support to lead a global team. This role focuses on enhancing customer satisfaction through exceptional support experiences and innovative solutions. The ideal candidate will have proven leadership in technical support, a deep understanding of industry best practices, and the ability to leverage technology for operational excellence. With a vibrant work culture that encourages growth and creativity, this position offers flexible arrangements and opportunities for professional development. If you're ready to make an impact in a dynamic environment, this is the opportunity for you.

Benefits

Professional growth opportunities

Flexible work arrangements

Innovative work culture

International exposure options

Qualifications

• Proven leadership in managing global technical support teams.
• Hands-on experience with CRM and help desk tools like Zendesk.
• Strong technical expertise in relevant technologies.

Responsibilities

• Manage daily operations to meet SLAs, KPIs, and quality standards.
• Utilize tools like Zendesk and Jira to streamline workflows.
• Develop and implement a robust self-service strategy.

Skills

Leadership in technical support

Support methodologies

CRM tools expertise (Zendesk)

Fluency in multiple languages

Analytical skills

Problem-solving abilities

Tools

Zendesk

Jira

Klaus

Workforce Management

Job description

Job Opportunity: Head of Technical Support

Are you passionate about technical leadership? If so, we have a remarkable opportunity for you! Based in Dubai with a flexible, global reach, our client is a leading entity specializing in FinTech solutions and pioneering technology.

We are seeking a Head of Technical Support for a global team dedicated to fostering a culture focused on customer obsession and excellence. The role involves delivering exceptional support experiences that enhance customer satisfaction and loyalty.

Responsibilities:

1. Manage daily operations to meet SLAs, KPIs, and quality standards; continuously improve support processes for greater efficiency and impact.
2. Utilize tools like Zendesk, Jira, Klaus, and Workforce Management to streamline workflows and drive results.
3. Use data and analytics to identify trends, measure performance, and make informed decisions to optimize support operations.
4. Leverage technology to enhance efficiency and customer experience.
5. Develop and implement a robust self-service strategy, maximizing the knowledge base and chatbot systems.
6. Monitor usage insights to identify opportunities for improvement and deliver innovative solutions.
7. Collaborate with Product Engineering and other teams to incorporate customer feedback and improve the product experience.
8. Establish clear performance metrics to track team and individual success.
9. Drive innovation, collaboration, and results at every stage.

Qualifications:

• Proven leadership in managing global technical support or operations teams.
• Deep understanding 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 decision-making under pressure.

Benefits of Joining:

• A vibrant, innovative work culture that encourages creativity and teamwork.
• Opportunities for professional growth and skill development.
• Flexible work arrangements with potential for international exposure.
• Options for permanent or B2B contracts.

If this opportunity interests you, please send your CV by applying through this page!

Note: Providing personal data is voluntary. Please review the document 'Information regarding the processing of your personal data' for details on data handling and your rights.

Data will be processed by Sowelo Consulting sp. z o.o. sp.k., registered in Cracow, Poland, under the relevant legal provisions.

Sowelo Consulting is registered with the employment agency number 17107.

Additional services include IT recruitment, executive search, and recruitment process outsourcing.

Required Experience:

Senior IC