Strategic Leader for Customer Support Excellence

hace 4 semanas


Barcelona, Barcelona, España Dentsu Aegis Network A tiempo completo
About the Role:
We are seeking a highly skilled and experienced leader to join our team as the Head of Customer User Support. This is a strategic leadership role that requires a blend of operational excellence, customer-centric thinking, and entrepreneurial spirit.

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 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.

Requirements:
The ideal candidate will have a proven track record of designing, building, and scaling customer support services. They will be able to work closely with cross-functional teams, including product, marketing, sales, and operations, to ensure smooth market rollout and support handover. The candidate will also have excellent leadership and communication skills, with the ability to foster a culture of excellence, continuous improvement, and customer-centricity within the team.

What We Offer:
We offer a dynamic and supportive work environment, with opportunities for professional growth and development. Our company is committed to delivering exceptional customer experiences, and we are looking for talented individuals who share this vision. If you are a strategic leader with a passion for customer support, we encourage you to apply for this exciting opportunity.

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