Head of Technical Support

Head of Technical Support

At TechBiz Global, we are providing recruitment service to our TOP clients from our portfolio. We are currently seeking a Head of Technical Support to join one of our clients' teams. If you're looking for an exciting opportunity to grow in a innovative environment, this could be the perfect fit for you.

This role is central to delivering a seamless and high-quality customer experience across all touchpoints. You will manage global support teams, drive operational excellence, and implement a strategic vision for scalable, data-driven, and customer-obsessed support services---including a robust self-service infrastructure.

Key Responsibilities:

• Strategic Leadership: Develop and execute a global support strategy aligned with business goals.
• Global Technical Support Delivery: Ensure a consistent and high-quality customer support experience across all regions.
• Team Leadership: Build, lead, and inspire high-performing global technical support teams with a culture of excellence and customer obsession.
• Customer Experience: Drive customer satisfaction, retention, and loyalty through world-class technical support.
• Operational Excellence: Oversee day-to-day operations, ensuring compliance with SLAs, KPIs, and support quality standards.
• Process Improvement: Continuously optimize workflows and support processes using tools like Zendesk, Jira, Klaus, and Workforce Management platforms.
• Data-Driven Decision Making: Leverage support data and analytics to measure performance, identify trends, and guide operational improvements.
• Technology Adoption: Utilize cutting-edge tools and systems to enhance support efficiency and customer experience.
• Self-Service Strategy: Design and implement an effective Level 1 self-serve solution using the knowledge base and chatbot system; analyze usage data to optimize content.
• Cross-Functional Collaboration: Partner with Product, Engineering, and other departments to address customer needs and improve the product experience.
• Performance Management: Define and monitor KPIs to evaluate team and individual performance and support continuous development.

What We Offer:

• Competitive compensation and benefits package
• Leadership role in a global, forward-thinking company
• Collaborative and innovative work environment
• Opportunities for growth and professional development