Global Head Of Customer Support
hace 5 días
About Company
The company is a liquidity and technology provider of solutions for the crypto and foreign exchange (FX) industry. It specializes in B2B services and products, catering to a wide range of clients including large licensed brokers, crypto exchanges, crypto brokers, forex brokers, hedge and crypto funds, and professional managers.
Job Role
As our Global Head of Technical Support, you will be responsible for leading and driving our global technical support team to deliver exceptional customer experiences. You will oversee all aspects of technical support, from ticket management and incident resolution to process improvement and team development. Additionally, you will play a crucial role in the construction and delivery of our level 1 self-serve support.
Key Responsibilities:
Strategic Leadership: Develop and execute a global support strategy aligned with business objectives.
Global Technical Support Delivery: Establish and maintain a consistent, high-quality support experience across all regions.
Team Leadership: Build, lead and inspire a culture of customer obsession and excellence within the global technical support team.
Customer Experience: Drive customer satisfaction and loyalty through exceptional support experiences.
Operational Excellence: Oversee daily operations, ensuring adherence to SLAs, KPIs, and quality standards.
Process Improvement: Continuously optimize support processes and workflows for efficiency and effectiveness, leveraging tools like Zendesk, Jira, Klaus, and Workforce Management.
Data-Driven Decision Making: Utilize data and analytics to identify trends, measure performance, and make data-driven decisions to optimize support operations.
Technology Adoption: Leverage technology to improve support efficiency and customer experience.
Self-Service: Develop and implement a robust self-service strategy, including utilizing our knowledge base and chatbot system while monitoring and analyzing self-service usage to identify areas for improvement and optimization.
Cross-Functional Collaboration: Collaborate closely with Product, Engineering, and other departments to advocate for customer needs and enhance the overall product experience.
Performance Management: Set and track key performance indicators to measure team and individual performance.
Key Performance Indicators:
Individual KPIs:
Agent performance (assignee activity, agent updates in Zendesk)
Time to Resolution
CSAT
First contact resolution
Number of Replies to Close
Transfer rate
Team / Department KPIs:
SLAs Compliance Rate
Self-service rate
Ticket resolution rate
Cost per Ticket
Required Skills and Experience:
Proven leadership experience in a global technical support or technical operations role.
Strong understanding of support methodologies and best practices.
Excellent problem-solving and decision-making skills.
Strong communication and interpersonal skills.
Experience with customer relationship management (CRM) and help desk software, specifically Zendesk.
Technical proficiency in relevant technologies and systems.
A passion for customer service and a dedication to delivering exceptional support.
Fluency in English is a must, and knowledge of multiple languages is preferred.
#J-18808-Ljbffr
-
Head of Acquisition
hace 2 semanas
España Head of Acquisition Marketing · Marbella A tiempo completoWe’re looking for a strategic, results-driven Head of Acquisition to spearhead our customer acquisition efforts across multiple markets. The ideal candidate brings expertise in performance marketing, analytical prowess, and a track record of scaling growth through targeted acquisition strategies. As Head of Acquisition, you’ll drive key initiatives and...
-
Head of Technical Support
hace 4 días
España David Kennedy Recruitment A tiempo completoDavid Kennedy Recruitment – Madrid, MadridDavid 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...
-
Head of Customer User Support
hace 1 semana
España Merkle A tiempo completoAbout the CompanyWe are a dynamic, subscription-based start-up aiming for rapid global expansion and digital maturity. As part of our commitment to delivering exceptional customer experiences, we are looking for a Head of Customer User Support to build, launch, and scale a world-class customer support function. This role offers a unique opportunity to shape...
-
Head Of Technical Support
hace 7 días
España David Kennedy Recruitment A tiempo completoDavid 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 Location: Remote/ GMT 4 timezone (- 1 HR) Employment type: Full-time Remuneration: Base salary DUTIES AND RESPONSIBILITIES: Design and implement a...
-
Head of Global Pricing
hace 2 semanas
España WebBeds A tiempo completoDrive global pricing strategy and maximize revenue – join us as the Head of Global Pricing…Job Title: Head of Global PricingDepartment: Commercial PlanningIn this role you will…The Head of Global Pricing needs to support the business in achieving its targets by improving conversion while maximizing revenue, distributing the right product at the optimal...
-
Director of Customer Support
hace 3 semanas
España CASA of San Mateo County A tiempo completoAt Preply, we are unlocking human potential through learning. As the world's leading live language platform, we match over 50,000 tutors teaching 50+ languages to learners in 180 countries. Powered by AI technology and best-in-class proprietary learning tools, our Preply tutors can personalize and scale the learning experience like never before to deliver...
-
Head of Customer Service
hace 7 días
España Softbank Investment advisers A tiempo completoHead of Customer Service - GelatoConnectAbout GelatoGelato’s mission is to empower the rapidly growing creator economy with local production and delivery of any customized item to any consumer on the planet. Its curated marketplace lowers the barriers and resolves the 'last mile' for any creator or entrepreneur that would like to create and sell their...
-
Global Head of Travel Operations Hubs
hace 3 semanas
España AXA Partners A tiempo completoPOSITION DETAILS Position Title: Global Head of Travel Operations Hubs Department: Global Operations Reports to: Global COO Location: Paris, Redhill/London, Barcelona or Brussels POSITION SUMMARY In a twofold context of significant business growth of our Travel business line in the coming years and required transformation of our operating model for all our...
-
Head of Global Service Delivery
hace 2 semanas
España Cataloxy A tiempo completoPublicada: 16.10.2024. Actual hasta: 15.11.2024 Ofertas de empleo Head of Global Service Delivery Head of Global Service Delivery, Barcelona Salario: a convenir Barcelona Summary information Puesto: Head of Global Service Delivery Publicada: 16.10.2024. Actual hasta: 15.11.2024 Área: Staffing/Agencias de Empleo Jornada laboral: completa Sexo:...
-
Global Head of Medical Excellence and Operations
hace 3 días
España Galderma A tiempo completoDescription: The individual in this role will be a member of the Global Medical Affairs Leadership Team (GMALT) and interact with all levels of leaders across Medical Affairs, R&D and cross-functionally. This position will provide support to the Global Medical Affairs Head with day-to-day and ad hoc operational business needs and requirements.Key...
-
Head Of Customer Support
hace 4 días
España buscojobs España A tiempo completoWe are looking for a versatile person who we can delegate tasks related to customer service, dispute management, and coordination of certain outsourcing providers.Main FunctionsCustomer Service and Claims ManagementManagement of the entire customer service team (training, control, etc.)Checking and management of returnsDefinition and review of the most...
-
Head of Acquisition
hace 2 semanas
España Hero Gaming A tiempo completoLocation: Marbella or RemoteWe’re looking for a strategic, results-driven Head of Acquisition to spearhead our customer acquisition efforts across multiple markets. The ideal candidate brings expertise in performance marketing, analytical prowess, and a track record of scaling growth through targeted acquisition strategies. As Head of Acquisition, you’ll...
-
Head of Acquisition
hace 2 semanas
España Hero Gaming A tiempo completoLocation: Marbella or Remote We’re looking for a strategic, results-driven Head of Acquisition to spearhead our customer acquisition efforts across multiple markets. The ideal candidate brings expertise in performance marketing, analytical prowess, and a track record of scaling growth through targeted acquisition strategies. As Head of Acquisition,...
-
Global Head of Travel Operations Hubs
hace 3 semanas
España AXA Partners A tiempo completoJoin Our Team as the Global Head of Travel Operations Hubs! Are you ready to lead the global operations of our Travel business and drive transformation across multiple countries? Axa Partners is seeking a dynamic and experienced professional to take on the role of Global Head of Travel Operations Hubs. You'll play a key part in shaping the future of our...
-
Head of OE Engagement and Customer Success
hace 4 horas
España Allianz A tiempo completoHead of OE Engagement and Customer SuccessThe Data & Analytics Platforms Team (DAP) develops and runs central platforms and data products, which enable the Allianz Operating Entities (OEs) to generate value from data & analytics at scale. The major offering is the Allianz Data Platform (ADP) - a PaaS offering - which comprises necessary capabilities to...
-
Head Of Customer Success
hace 7 días
España LHH A tiempo completoDesde la división de IT Sales de LHH, nos encontramos en búsqueda de un perfil de Head Of Customer Success (IA, Chatbot) para una compañía en expansión global. Sobre La Posición : Te encargarás de ofrecer una gran experiencia al cliente satisfaciendo sus necesidades de información estratégica, venta transversal y acompañamiento en proceso de...
-
Global Head of Indirect Spend
hace 2 semanas
España northgateiP15 A tiempo completoTogether with you we build a sustainable future! Master Builders Solutions offers innovative and sustainable products and solutions for various sectors of construction. Our employees form a global community of construction chemicals experts that are passionate about solving our customers’ specific challenges at all stages of construction as well as...
-
Head of Service
hace 3 semanas
España Rotzinger Gruppe A tiempo completoJoin Packfeeder as our Head of Service! Lead our team in delivering top-notch technical support and after-sales service for our innovative packaging machinery. You'll drive efficient maintenance, troubleshooting, and customer satisfaction. If you're ready to make an impact, we want you! Company Overview Packfeeder is a leading provider of automated packaging...
-
Customer Experience
hace 5 días
España Healthcare Businesswomen’s Association A tiempo completoJob Description Summary We are currently hiring a Customer Experience & Digital Head to join our Business Excellence & Engagement leadership team in Barcelona. As a Customer Experience & Digital Head, you will play a pivotal role in leading a dynamic team of 15 members. In this strategic position, you will guide this talented team in driving business...
-
Head of Global Employer Branding
hace 2 semanas
España MANGO A tiempo completoAt Mango we inspire and we unite through our passion for style and culture. We are present in more than 115 countries and our online presence extends to more than 110 countries. Our team is made up of people of 112 nationalities and 78% of them are women.We are looking forHEAD OF GLOBAL EMPLOYER BRANDINGWHAT WOULD YOUR DAY TO DAY BE LIKE AT MANGO?Do you have...