Global Head of Customer Support

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 utilising our knowledge base and chatbot system while Monitor and analyze 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

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.