Head of Customer Support

We are looking for an Head of Customer Support on behalf of our client.

As a Customer Support Team Lead, you will play a crucial role in shaping our customer experience strategy, implementing efficient support processes, and fostering a culture of excellence within the Customer Support team.

Responsibilities

• Team Leadership and Management: Lead, mentor, and inspire a team (currently consisting of L1 and L2 Customer Support Representatives) to achieve performance goals and deliver exceptional service. Provide guidance, coaching, and ongoing training to the team members to enhance their skills and knowledge. Foster a positive and collaborative team culture that emphasizes accountability and a customer‑centric approach. Implement required staff rotations, hiring, and lay‑offs based on updated performance metrics.
• Customer Experience Strategy: Identify opportunities to enhance the customer experien...