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hace 1 hora
Role OverviewThe Head of Customer Support will lead and scale a high-performing customer support organization, ensuring exceptional service delivery while driving efficiency through data, process optimization, and automation. This role is responsible for defining the support strategy, managing global or multi-tier support teams, and leveraging AI, RPA, and automation technologies to improve customer experience, reduce resolution times, and optimize costs.The role reports to the COO or Chief Customer Officer and works closely with Product, Engineering, Sales, and Customer Success.Key ResponsibilitiesLead, coach, and develop a customer support team (L1, L2, L3 or regional teams), fostering a performance-driven and customer-centric culture.Define clear roles, career paths, training plans, and performance expectations.Ensure adequate staffing, coverage, and skill mix to meet SLAs and business growth.Act as a senior escalation point for complex or high-impact customer issues.Define and execute the customer support strategy aligned with company growth and customer experience goals.Design scalable support processes for onboarding, incident management, issue resolution, and customer communication.Collaborate with Product and Engineering to improve product quality, reduce recurring issues, and influence roadmap priorities based on customer feedback.Define, monitor, and continuously improve key support KPIs, including: First Response Time (FRT), Average Resolution Time (ART), CSAT / NPS), Ticket backlog and throughput, SLA compliance, Cost per ticket, etc.Build dashboards and reporting frameworks to provide clear visibility to leadership.Use data to identify bottlenecks, improvement areas, and automation opportunities.Drive the adoption of AI-powered support solutions, such as chatbots, virtual agents, intelligent ticket routing, and sentiment analysis.Lead RPA initiatives to automate repetitive support and back-office tasks.Optimize self-service capabilities, including knowledge bases, FAQs, and customer portals.Ensure automation initiatives deliver measurable impact on efficiency, quality, and customer satisfaction.Own and optimize the customer support tech stack (e.g., ticketing systems, CRM, AI tools, automation platforms).Ensure data quality, process consistency, and system scalability.Work closely with IT and Security teams to ensure compliance and data protection.Required Experience & Skills7+ years of experience in Customer Support / Customer Operations roles within IT, SaaS, or technology-driven companies.Proven experience leading and scaling support teams in a fast-growing or complex environment.Strong track record in defining KPIs, managing performance, and driving continuous improvement.Hands-on experience with process automation, AI-based support tools, and/or RPA initiatives.Strong analytical mindset with the ability to translate data into action.Excellent communication and stakeholder management skills.Fluent in English; additional languages are a plus.
