Head - Technical Support, Global

80% of the workers across the globe are Deskless. These are the people who keep our lights on and gas flowing, build roads and bridges, run our manufacturing factories, ensure that we get healthcare service, and provide us reliable phone and internet connectivity. As entrepreneurs, have we considered solving their problems and making them more productive?

If you are still reading, and connect compassionately about this underserved segment, come and join us to drive Technology Equity in the global workforce.

At Zinier, we are on a mission to enable these 2.7 B Deskless Workers achieve greater success for themselves and the world around them. Guided by a deep understanding of their needs, we design software experiences that enable every Deskless Worker to excel in the field.

We are a global team headquartered in Silicon Valley. Our hybrid workforce is spread across Houston, London, Madrid, Mexico City, Singapore and Bangalore, and leading investors, including Accel, ICONIQ Capital, Founders Fund, Newfund Capital, NGP Capital, Tiger Global Management and Qualcomm Ventures LLC.

We are looking for

Delivering Awesome is one of our leadership principles. Going beyond awesome is the norm. We are in love with solving our customers’ problems. We walk in our customers’ shoes. We sweat the details and get scrappy to delight our customers with experiences they love. We are proud of the products and solutions we build and the impact we generate.

The Global Technical Support Head will be the front-line custodian of this principle. S / he will provide technical support and assistance to customers, both internal and external. S / he will work closely with internal teams as well as with customers to help investigate and resolve their issues. The work will extend over all areas of the product with specialized knowledge in one or two areas as a Subject Matter Expert (SME).

Key Responsibilities :

1. Leadership and Management

• Team Leadership : Lead and mentor the global support team, fostering a collaborative and high-performance culture.
• Performance Management : Set performance goals, monitor progress, and provide regular feedback to team members.
• Recruitment and Training : Oversee the hiring, training, and development of support staff to ensure they have the skills and knowledge required to perform effectively.

2. Operational Management

3. Customer Experience

4. Performance Metrics and Reporting

5. Collaboration and Coordination

Requirements :

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