Task information:

We are seeking an experienced and strategic Head of Customer Support to join our team. In this role, you will be responsible for leading and managing our customer support operations. This role is critical in defining and executing our customer support strategy, ensuring a high level of customer satisfaction and operational efficiency.

Key Responsibilities:

Develop and implement Customer Support Strategy:

• Define and execute the overall customer support strategy, ensuring alignment with company goals and customer satisfaction objectives.
• Continuously evaluate and improve support processes, tools, and systems to enhance efficiency and customer experience.

Lead and Manage the Customer Support Team:

• Recruit, train, mentor, and develop a high-performing customer support team.
• Set clear performance expectations, conduct regular performance reviews, and provide ongoing feedback and coaching.

Monitor and Analyze Support Metrics:

• Track key performance indicators (KPIs) such as response time, resolution time, customer satisfaction.
• Use data-driven insights to identify trends, drive improvements, and report on the effectiveness of the support team to management.

Enhance Customer Experience:

• Act as a customer advocate within the company, ensuring the voice of the customer is heard in decision-making processes.
• Implement customer feedback mechanisms and use insights to improve products, services, and support.

Collaborate Cross-Functionally:

• Work closely with other teams in the company to ensure customer needs are met and to drive improvements based on customer feedback.
• Ensure that the support team is aligned with broader company initiatives.

Budget and Resource Management:

• Manage the customer support department’s budget, including staffing, tools, and resources.
• Ensure that the support team is adequately resourced to meet customer needs efficiently.

Drive Continuous Improvement:

• Stay updated on industry best practices and emerging trends in customer support.
• Implement continuous improvement initiatives to enhance the efficiency and effectiveness of the support team.

Requirements:

• Bachelor’s degree in Business Administration, Customer Service, or a related field.
• Strong written and spoken English skills.
• Proven experience in a leadership role within customer support, preferably in a e-commerce.
• Experience managing a customer support team with a track record of improving customer satisfaction and operational efficiency.
• Strong leadership and people management skills, with the ability to inspire and motivate a team.
• Excellent communication and interpersonal skills, with the ability to interact effectively with customers and internal stakeholders.
• Knowledge of industry best practices in customer support and customer experience.
• Analytical skills to interpret data, identify trends, and make data-driven decisions.
• A deep commitment to understanding customer needs and delivering exceptional service.
• Experience in managing projects related to customer support improvements, including implementing new tools or processes
• Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities and customer needs.
• Experience with US markets and outsourced customer support is a plus

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Confidentiality guaranteed. Only selected candidates will be informed.