Head of Customer Support

Компания "Губанова и Партнеры"

We are seeking an experienced Head of Customer Support to lead our global technical support team. You will be responsible for building strategy, managing operations, and ensuring a world-class support experience across all touchpoints.

Key Responsibilities:
• Develop and execute a global customer support strategy
• Oversee daily support operations and ensure SLA/KPI adherence
• Lead and grow a high-performing, customer-focused support team
• Drive process improvements using tools like Zendesk, Jira, Klaus
• Build and enhance self-service solutions (knowledge base, chatbot)
• Collaborate with Product and Engineering to resolve issues and improve UX
• Use analytics to drive performance, customer satisfaction, and efficiency
• Ensure quality control, training, and continuous development of the support function

Requirements:

• 5+ years of experience in customer support

• Proven leadership in global technical support or operations roles
• Expertise in support best practices and customer experience strategy
• Strong knowledge of CRM/helpdesk tools, especially Zendesk
• Excellent problem-solving, communication, and decision-making skills
• Technical understanding of support systems and platforms
• Passion for service quality and customer success
• Fluency in multiple languages is a plus

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