Head of Technical Support

La Caja; La Caja; Presencial; MXN 80,000 - 100,000; Jornada completa

Descripción de la vacante

A leading recruitment firm is seeking a Head of Technical Support to manage global support teams and drive operational excellence. This pivotal role demands proven leadership in technical support and a passion for customer experience. The candidate should have strong analytical skills, fluency in English, and familiarity with tools like Zendesk. Opportunity for growth and competitive compensation in an innovative environment awaits the right leader.

Servicios

Competitive compensation and benefits package

Opportunities for growth and professional development

Formación

• Proven leadership experience in global technical support or 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.
• Ensure high-quality customer support across all regions.
• Oversee operations and ensure compliance with SLAs and KPIs.

Conocimientos

Leadership

Technical Support Knowledge

Customer Service Principles

Analytical Skills

Fluency in English

Educación

Relevant Degree or Equivalent

Herramientas

Zendesk

Jira

Descripción del empleo

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

Qualifications

• 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.

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