Head of Technical Support

TN Germany; Leverkusen; Vor Ort; EUR 60.000 - 100.000; Vollzeit

Zusammenfassung

An established industry player is seeking a Head of Technical Support to lead global support teams and drive operational excellence. This pivotal role involves developing a strategic vision for customer-obsessed support services and ensuring a high-quality experience across all regions. You will leverage data-driven insights to optimize workflows and implement innovative self-service solutions. Join a collaborative environment that fosters growth and professional development, where your leadership will make a significant impact on customer satisfaction and retention.

Leistungen

Competitive compensation and benefits package

Leadership role in a global company

Collaborative work environment

Opportunities for growth and development

Qualifikationen

• Proven leadership in a global technical support or operations role.
• Strong knowledge of support methodologies and customer service principles.

Aufgaben

• Develop and execute a global support strategy aligned with business goals.
• Build and lead high-performing global technical support teams.

Kenntnisse

Leadership

Customer Service Principles

Data-Driven Decision Making

Technical Support Knowledge

Communication Skills

Ausbildung

Bachelor's Degree

Tools

Zendesk

Jira

Klaus

Workforce Management Platforms

Jobbeschreibung

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At TechBiz Global, we provide recruitment services to our TOP clients. 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 key 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:

1. Strategic Leadership: Develop and execute a global support strategy aligned with business goals.
2. Global Technical Support Delivery: Ensure a consistent and high-quality customer support experience across all regions.
3. Team Leadership: Build, lead, and inspire high-performing global technical support teams with a culture of excellence and customer obsession.
4. Customer Experience: Drive customer satisfaction, retention, and loyalty through world-class technical support.
5. Operational Excellence: Oversee daily operations, ensuring compliance with SLAs, KPIs, and support quality standards.
6. Process Improvement: Continuously optimize workflows and support processes using tools like Zendesk, Jira, Klaus, and Workforce Management platforms.
7. Data-Driven Decision Making: Use support data and analytics to measure performance, identify trends, and guide improvements.
8. Technology Adoption: Utilize cutting-edge tools and systems to enhance support efficiency and customer experience.
9. Self-Service Strategy: Design and implement effective Level 1 self-serve solutions using knowledge bases and chatbots; analyze usage data to optimize content.
10. Cross-Functional Collaboration: Partner with Product, Engineering, and other departments to improve customer needs and product experience.
11. Performance Management: Define and monitor KPIs to evaluate team and individual performance and support ongoing 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

Qualifications include proven leadership 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, is required. A solid technical background, excellent communication and decision-making skills, and fluency in English (additional languages are a plus) are essential.