Head of Technical Support - remote

TN United Kingdom; London; Remote; GBP 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a Head of Technical Support to lead a global team in delivering exceptional customer experiences. This role involves overseeing operations, ensuring adherence to SLAs and KPIs, and driving innovation through the use of advanced tools like Zendesk and Jira. You'll be at the forefront of shaping a customer-centric culture, leveraging data analytics to enhance support processes and customer satisfaction. If you are passionate about technical leadership and want to make a significant impact in a vibrant and innovative work environment, this opportunity is perfect for you.

Benefits

Flexible work arrangements

Professional advancement opportunities

Innovative work culture

International work exposure

Qualifications

• Demonstrated leadership in managing global technical support teams.
• Deep knowledge of industry best practices and support methodologies.

Responsibilities

• Oversee daily operations ensuring SLAs and KPIs are met.
• Leverage data analytics to optimize support operations.

Skills

Leadership in technical support

Analytical skills

Organizational skills

Problem-solving abilities

Fluency in multiple languages

Education

Experience in managing global support teams

Knowledge of support methodologies

Tools

Zendesk

Jira

Workforce Management

Job description

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Head of Technical Support - remote, London

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Client:

Location:

London, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Reference:

d6e1c3915b5a

Job Views:

3

Posted:

26.04.2025

Expiry Date:

10.06.2025

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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 smart solutions. 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!

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We have prepared some necessary information, which you can find in the document: "Information regarding the processing of your personal data". There, you will learn how your personal data is processed and what your rights are in this context.

Note: The following details are related to our company: 0000671136, Sowelo Consulting sp. z o.o., entered in the register of employment agencies under the number 17107, providing IT Recruitment Poland | Executive Search | Recruitment Process Outsourcing, powered by JazzHR.