Head of Customer Support Operations

hace 4 semanas

Barcelona, Barcelona, España Dentsu Aegis Network A tiempo completo
About the Role

We are seeking a highly skilled and experienced Head of Customer User Support to join our team at Dentsu Aegis Network. As a key member of our organization, you will be responsible for designing, building, and scaling our customer support services to meet the needs of our growing customer base.

The ideal candidate will have a strong background in customer support and experience in a leadership role. You will be responsible for developing a comprehensive customer support strategy, service model, and service catalogue that aligns with our company's growth objectives and customer needs.

Key Responsibilities
  • Develop a comprehensive customer support strategy, service model, and service catalogue that aligns with the company's growth objectives and customer needs.
  • Collaborate with Salesforce technical teams to build and configure the support platform, ensuring it meets all functional requirements for multichannel support.
  • Define support workflows, escalation procedures, and service level agreements (SLAs) to ensure consistent, high-quality service delivery.
  • Establish metrics and KPIs to measure service performance, customer satisfaction, and upsell effectiveness.
  • Develop a recruitment plan to build a world-class customer support team, including hiring, onboarding, and training staff to deliver exceptional customer experiences.
  • Foster a culture of excellence, continuous improvement, and customer-centricity within the team.
  • Design and implement training programs that focus on product knowledge, support skills, and upselling techniques.
  • Work closely with Salesforce technical teams and IT partners to design, develop, and implement a scalable support platform that integrates with CRM, marketing automation, and other relevant tools.
  • Oversee the configuration and customization of the support platform to meet evolving business needs, including workflows, automation, and reporting.
  • Ensure the support platform is ready for market launch, fully tested, and optimized for performance and scalability.
  • Lead the preparation and execution of the customer support function ahead of market launches, ensuring readiness across all operational areas.
  • Coordinate with cross-functional teams, including product, marketing, sales, and operations, to ensure smooth market rollout and support handover.
  • Develop and execute a scaling plan to expand support capabilities in line with market growth, adapting the service model and resources as needed.
  • Implement strategies to deliver positive customer outcomes, including prompt and effective issue resolution, proactive engagement, and personalized support.
  • Identify and develop upsell opportunities within the support process, increasing customer lifetime value through relevant product and service recommendations.
  • Train support teams to recognize upsell signals and employ consultative techniques to drive additional revenue while enhancing the customer experience.
  • Establish best practices and standards for customer support, including quality assurance, performance management, and process optimization.
  • Leverage data analytics and customer feedback to identify areas for improvement, drive innovation, and enhance service delivery.
  • Implement continuous improvement methodologies, such as Lean or Kaizen, to optimize workflows, reduce costs, and improve customer satisfaction.
  • Collaborate with senior leadership and other departments (e.g., product, sales, marketing) to align customer support strategy with broader business goals.
  • Act as the primary point of contact for support-related issues, representing the customer voice and advocating for their needs.
  • Build and maintain strong relationships with external partners and vendors to ensure high-quality service delivery and support.
  • Oversee support delivery across multiple channels, including email, chat, phone, social media, and self-service platforms, ensuring a seamless and consistent user experience.
  • Develop and maintain a comprehensive knowledge base and self-service resources to empower users to find solutions independently.
  • Explore and integrate new support channels and tools to meet evolving customer needs.
  • Implement systems to capture and analyse customer feedback, pain points, and satisfaction data to inform support strategies and product improvements.
  • Provide insights to cross-functional teams, such as product development and marketing, to improve product offerings and customer engagement.
  • Utilize data analytics to track support trends, customer behaviour, and upsell effectiveness, driving actionable improvements.
  • Develop and implement escalation management processes to handle complex customer issues effectively and promptly.
  • Serve as the escalation point for critical customer issues, working to resolve them while maintaining positive customer relationships.
  • Coordinate with internal teams to ensure effective crisis management and swift resolution of high-impact issues.
  • Develop and manage the customer support budget, ensuring cost-effective delivery and resource allocation.
  • Monitor expenses and identify opportunities for cost savings and operational efficiencies without compromising service quality.
  • Ensure optimal resource planning and allocation to meet fluctuating demand and market growth.
Qualifications
  • Bachelor's degree in Business Administration, Customer Experience Management, Operations Management, Information Technology, or a related field.
  • Minimum of 7-10 years of experience in customer support or customer experience management, with at least 5 years in a leadership role.
  • Experience in a subscription-based or high-growth environment is preferred.
  • Strong experience in working with Salesforce or similar CRM platforms, including implementation, customization, and optimization.
  • Proven track record in building and managing high-performing support teams, with excellent people management and development skills.
  • Strong knowledge of support operations, service design, and continuous improvement methodologies (e.g., Lean, Kaizen).
  • Demonstrated ability to identify and drive upsell opportunities within a customer support environment.
  • Proficient in data analysis, with the ability to use insights to improve service delivery and customer outcomes.
  • Exceptional verbal and written communication skills, with the ability to engage and influence stakeholders at all levels.
  • Proficiency in project management tools and methodologies, with experience managing complex, cross-functional projects.
  • Ability to thrive in a fast-paced, dynamic environment with shifting priorities and demands.

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