Head of Technical Support - remote

Job Opportunity : Head of Technical Support

Are you passionate about technical leadership? If so, we have a remarkable opportunity for you! Based in Dubai with a flexible, global reach, our client is a leading entity specializing in FinTech solutions and pioneering technology.

We are seeking a Head of Technical Support for a global team dedicated to fostering a culture focused on customer obsession and excellence. The role involves delivering exceptional support experiences that enhance customer satisfaction and loyalty.

Responsibilities :

• Manage daily operations to meet SLAs, KPIs, and quality standards; continuously improve support processes for greater efficiency and impact.
• Utilize tools like Zendesk, Jira, Klaus, and Workforce Management to streamline workflows and drive results.
• Use data and analytics to identify trends, measure performance, and make informed decisions to optimize support operations.
• Leverage technology to enhance efficiency and customer experience.
• Develop and implement a robust self-service strategy, maximizing the knowledge base and chatbot systems.
• Monitor usage insights to identify opportunities for improvement and deliver innovative solutions.
• Collaborate with Product Engineering and other teams to incorporate customer feedback and improve the product experience.
• Establish clear performance metrics to track team and individual success.
• Drive innovation, collaboration, and results at every stage.

Qualifications :

Preferred Qualifications :

Benefits of Joining :

If this opportunity interests you, please send your CV by applying through this page!

Note : Providing personal data is voluntary. Please review the document 'Information regarding the processing of your personal data' for details on data handling and your rights.

Data will be processed by Sowelo Consulting sp. z o.o. sp.k., registered in Cracow, Poland, under the relevant legal provisions.

Sowelo Consulting is registered with the employment agency number 17107.

Additional services include IT recruitment, executive search, and recruitment process outsourcing.

Required Experience :

Senior IC

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