Head Of Technical Support

hace 3 semanas

Madrid, España Jordan Martorell S.L. A tiempo completo

Head of Technical SupportMadridMadrid, Community of Madrid, ES David Kennedy Recruitment is working with an award-winning liquidity and technology solutions company who is seeking to onboard a Head of Technical Support to join their team.Position: Head of Technical SupportEmployment type: Full-timeDUTIES AND RESPONSIBILITIES:Design and implement a global support strategy that aligns with organizational goalsEnsure a consistent and high-quality support experience across all regionsCultivate and lead a high-performing, customer-focused global technical support team, fostering a culture of excellenceEnhance customer satisfaction and loyalty by delivering exceptional support experiencesManage day-to-day operations, ensuring compliance with SLAs, KPIs, and quality standards.Continuously refine support processes and workflows to improve efficiency and effectiveness, utilizing tools such as Zendesk, Jira, Klaus, and Workforce ManagementUse data and analytics to identify trends, assess performance, and make informed decisions to optimize support operationsLeverage technology to streamline support processes and improve the overall customer experienceDevelop and implement a comprehensive self-service strategy, incorporating knowledge bases and chatbots, while monitoring usage to identify opportunities for improvementWork closely with Product, Engineering, and other teams to advocate for customer needs and contribute to enhancing the product experienceEstablish and track key performance indicators to assess the effectiveness of both team and individual contributionsREQUIREMENTS:Native/Fluency in English with strong proficiency in both written and spoken communicationProven experience leading global technical support or technical operations teams.In-depth understanding of support methodologies and industry best practicesStrong ability to solve complex problems and make sound decisions under pressureAbility to engage and collaborate effectively across teamsHands-on experience with customer relationship management (CRM) systems and help desk platforms, particularly ZendeskSolid technical proficiency with relevant systems and technologies.Passionate about customer service and committed to delivering top-tier support experiencesOFFER:Exciting opportunity to play a key role in shaping the future of a rapidly growing fintech platformCompetitive salary and performance-based incentivesCollaborative and innovative work environment that encourages creativity and problem-solvingOpportunities for professional growth and career advancementFlexible working arrangements and a comprehensive benefits package#J-18808-Ljbffr

  • Head Of Technical Support

    hace 3 semanas

    Madrid, España Jordan Martorell S.L. A tiempo completo

    Head of Technical SupportMadridMadrid, Community of Madrid, ESDavid Kennedy Recruitment is working with an award-winning liquidity and technology solutions company who is seeking to onboard a Head of Technical Support to join their team.Position: Head of Technical SupportEmployment type: Full-timeDUTIES AND RESPONSIBILITIES: Design and implement a global...

  • Head Of Technical Support

    hace 2 semanas

    Madrid, España Jordan Martorell S.L. A tiempo completo

    Head of Technical SupportMadridMadrid, Community of Madrid, ESDavid Kennedy Recruitment is working with an award-winning liquidity and technology solutions company who is seeking to onboard a Head of Technical Support to join their team.Position: Head of Technical SupportEmployment type: Full-timeDUTIES AND RESPONSIBILITIES:Design and implement a global...

  • Head Of Technical Support

    hace 3 semanas

    Madrid, España Jordan Martorell S.L. A tiempo completo

    Head of Technical SupportMadridMadrid, Community of Madrid, ES David Kennedy Recruitment is working with an award-winning liquidity and technology solutions company who is seeking to onboard a Head of Technical Support to join their team. Position: Head of Technical Support Employment type: Full-time DUTIES AND RESPONSIBILITIES: Design and implement a global...

  • Head of Technical Support

    hace 3 semanas

    Madrid, España Jordan martorell s.l. A tiempo completo

    Head of Technical SupportMadridMadrid, Community of Madrid, ESDavid Kennedy Recruitment is working with an award-winning liquidity and technology solutions company who is seeking to onboard a Head of Technical Support to join their team.Position: Head of Technical SupportEmployment type: Full-timeDUTIES AND RESPONSIBILITIES:Design and implement a global...

  • Head of Technical Support

    hace 3 semanas

    Madrid, España Jordan martorell s.l. A tiempo completo

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  • Head Of Technical Support

    hace 2 meses

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    hace 1 mes

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  • Head of Technical Support

    hace 3 semanas

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