Job Summary: The Head of Support Organization will oversee and manage the customer support team, ensuring exceptional customer service and satisfaction. This role is responsible for developing and implementing support strategies, leading a team of support professionals, and continuously improving support processes to enhance the customer experience. The ideal candidate will have strong leadership skills, a customer-centric mindset, and the ability to drive efficiency and innovation within the support organization.

Key Responsibilities:

Leadership and Management:

• Lead, mentor, and develop the team of support level1 and support level 2.
• Establish and maintain performance metrics to measure the effectiveness of the support team.
• Foster a positive and collaborative team culture that encourages professional growth and high morale.

Strategy and Planning:

• Develop and implement the overall support strategy aligned with the company’s goals and objectives.
• Identify and implement best practices to improve efficiency and customer satisfaction.
• Conduct regular assessments of support processes and systems, recommending improvements as needed.

Customer Experience:

• Ensure a high level of customer satisfaction by maintaining responsive, accurate, and courteous support services.
• Handle escalated customer issues and complaints, ensuring timely and effective resolution.
• Gather and analyze customer feedback to identify trends and areas for improvement.

Technical Support:

• Provide guidance and direction on technical issues and resolutions
• Ensure the support team has a thorough understanding of the application and its technical components.

Operational Management:

• Oversee the daily operations of the support team, including staffing, scheduling, and resource allocation.
• Develop and maintain standard operating procedures (SOPs) for support activities.
• Ensure the support team is equipped with the necessary tools, technologies, and training.

Reporting and Analysis:

• Monitor key performance indicators (KPIs) and generate regular reports for senior management.
• Analyze support data to identify trends, root causes of issues, and areas for improvement.
• Present findings and recommendations to senior leadership.

Collaboration:

• Work closely with other teams such as Sales, Customer Success, and R&D to ensure a seamless customer experience.
• Coordinate with IT and other relevant teams to ensure support systems are integrated and functioning efficiently

Job Requirements:

Education and Experience:

• Bachelor’s degree in computer science, Information Technology, Business Administration, Management, or a related field.
• Minimum of 7-10 years of experience in customer support or service roles, with at least 3-5 years in a leadership position.
• Proven track record of managing and scaling support teams in a fast-paced, technical environment.

Technical Skills and Competencies:

• Technical background with experience in supporting software applications.
• Proficiency in troubleshooting and resolving technical issues.
• Familiarity with software development processes and methodologies.
• Experience with customer support software and tools (e.g. Jira).
• Strong leadership and people management skills with the ability to inspire and motivate a team.
• Excellent communication and interpersonal skills.
• Strategic thinker with the ability to develop and implement effective support strategies.
• Strong analytical skills with the ability to interpret data and make data-driven decisions.
• Ability to handle high-stress situations and make sound decisions under pressure.

Personal Attributes:

• Customer-focused with a passion for delivering exceptional service.
• Proactive and results oriented.
• High level of integrity and professionalism.
• Adaptable and able to thrive in a dynamic, fast-paced environment.