Head of Technical Support - remote

Sowelo Consulting; London; Remote; GBP 60,000 - 100,000; Full time

Job summary

Join a forward-thinking company as the Head of Technical Support, leading a global team to enhance customer satisfaction through exceptional support experiences. This role involves refining support processes, leveraging technology, and collaborating with cross-functional teams to drive innovation. You'll enjoy a vibrant work culture, opportunities for professional growth, and flexible work arrangements, all while making a significant impact in the FinTech sector. If you're passionate about technical leadership and customer obsession, this position is perfect for you!

Benefits

Flexible work arrangements

Opportunities for professional advancement

Innovative work culture

International work exposure

Qualifications

• Experience in managing global technical support teams.
• Knowledge of industry best practices and support methodologies.

Responsibilities

• Oversee daily operations and ensure SLAs and KPIs are met.
• Use data analytics to optimize support operations.

Skills

Leadership in technical support

Support methodologies

CRM tools (Zendesk)

Technical expertise

Fluency in multiple languages

Tools

Zendesk

Jira

Klaus

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 self-service strategy by maximizing the potential of the knowledge base and chatbot system.

• Monitor usage insights to identify opportunities for improvement and deliver smartsolutions

• 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.

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!

The provision of personal data by you is fully voluntary and the basis for their processing is your consent. We have prepared some necessary information, you can find in document: "Information regarding the processing of your personal data". There you will find how your Personal Data is being processed and what your rights are in connection to this.

The personal data will be processed by Sowelo Consulting spółka z ograniczoną odpowiedzialnością spółka komandytowa with its registered seat in Cracow (Limited Partnership) registered in National Court Register (KRS) under no. 0000680493, Sowelo Consulting spółka z ograniczoną odpowiedzialnością (LLC) with its registered seat in Cracow registered in National Court Register (KRS) under no. 0000671136, our Employees and Subcontractors (jointly referred to as the Company).

Sowelo Consulting sp. z o.o. sp. k. is entered in the register of employment agencies under the number: 17107

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