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22 Double Ticks Jobs
Head Customer Support
Double Ticks
posted 3+ weeks ago
Job Role Insights
Key skills for the job
Job Description
- Strategic Leadership:
- Define and execute a scalable customer support strategy aligned with company goals.
- Build and optimize processes to handle high volumes of chat, call, and ticket support efficiently.
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- Team Management:
- Scale and lead a high-performing support team across various channels.
- Drive recruitment, onboarding, training, and development of the support team.
- Foster a culture of excellence, collaboration, and continuous improvement.
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- Process Optimization:
- Design and implement robust support workflows, tools, and technologies to enhance productivity.
- Ensure adherence to SLA metrics like response times and resolution rates.
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- Customer Experience:
- Monitor and improve customer satisfaction (CSAT) scores and other KPIs.
- Develop feedback loops to translate customer insights into actionable improvements.
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- Performance Analysis:
- Track, analyze, and report support team performance metrics to stakeholders.
- Benchmark against industry standards and continuously iterate for efficiency.
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- Collaboration:
- Work closely with Product, Engineering, and Sales teams to align on customer needs and pain points.
- Participate in strategic initiatives to enhance product and service offerings.
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- Experience:
- 7+ years in customer support leadership roles, preferably in SaaS or software companies.
- Proven track record of scaling support teams and processes for high-volume operations.
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- Education:
- Bachelor s degree in Engineering is a must.
- MBA or equivalent advanced degree is highly preferred.
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- Skills:
- Strong understanding of customer support metrics and best practices.
- Hands-on experience with customer support tools (e.g., Zendesk, Freshdesk, Intercom).
- Exceptional communication, leadership, and analytical skills.
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- Attributes:
- Customer-focused mindset with a passion for delivering exceptional experiences.
- Strategic thinker with the ability to translate goals into actionable plans.
- Proficient in managing cross-functional teams and driving collaborative outcomes.
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Employment Type: Full Time, Permanent
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