Head Of Technical Support

Techbiz Global Gmbh; São Paulo; Presencial; BRL 150.000 - 200.000; Tempo integral

Resumo da oferta

A leading recruitment service provider is seeking a Head of Technical Support in São Paulo, Brazil. In this pivotal role, you will develop and execute global support strategies while managing high-performing teams focused on operational excellence and customer satisfaction. The ideal candidate will have substantial leadership experience, strong interpersonal skills, and a passion for enhancing customer experience through innovative tech solutions. This role promises a competitive compensation package and opportunities for professional growth.

Serviços

Competitive compensation and benefits package

Opportunities for growth and professional development

Collaborative and innovative work environment

Qualificações

• Proven leadership experience in a global technical support or technical operations role.
• Strong knowledge of support methodologies and operational best practices.
• Excellent communication, interpersonal, and decision-making skills.

Responsabilidades

• Develop and execute a global support strategy aligned with business goals.
• Build, lead, and inspire high-performing global technical support teams.
• Drive customer satisfaction and operational excellence.

Conhecimentos

Leadership

Customer service principles

Data analysis

Communication skills

Problem-solving

Formação académica

Proven leadership experience in a global technical support or operations role

Fluency in English; additional languages is a plus

Ferramentas

Zendesk

Jira

Workforce Management platforms

Descrição da oferta de emprego

At TechBiz Global, we are providing recruitment service to our TOP clients from our portfolio.

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 a 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
• Proven leadership experience in a global technical support or technical operations role.
• Strong knowledge of support methodologies, customer service principles, and operational best practices.
• Experience with help desk and CRM systems, especially Zendesk .
• Solid technical background with understanding of relevant systems and platforms.
• Excellent communication, interpersonal, and decision-making skills.
• Strong analytical skills with a data-driven mindset.
• Passion for delivering exceptional customer support.
• Fluency in English ; fluency in additional languages is a plus.