We are actively seeking an experienced and dynamic Head of Support to join our client's team through Acme Services. This pivotal leadership role requires 5+ years of experience in customer support, with at least 1+ year in a leadership capacity. The ideal candidate will possess exceptional analytical skills, coupled with outstanding communication, people management, and conflict resolution abilities. Experience in SaaS or contact center environments is highly preferred, along with a proven track record of effectively working with cross-functional teams to deliver superior customer experiences.
Key Responsibilities
- Leadership & Team Management: Lead, mentor, and manage a high-performing support team, fostering a culture of excellence and continuous improvement. Oversee daily operations and ensure team goals are met.
- Customer Experience Excellence: Drive initiatives to enhance customer satisfaction and loyalty, ensuring high-quality and timely support delivery.
- Performance Analysis: Apply strong analytical skills to monitor support metrics, identify trends, and implement data-driven strategies for improvement.
- Communication & Conflict Resolution: Demonstrate excellent communication, people management, and conflict resolution skills to handle complex customer issues and internal team dynamics effectively.
- Cross-functional Collaboration: Work seamlessly with cross-functional teams (e.g., product, engineering, sales) to resolve customer issues, provide feedback, and align support strategies with overall business objectives.
- Strategic Planning: Contribute to the development and execution of long-term support strategies, aligning with company goals and industry best practices.
Skills
- 5+ years of experience in customer support.
- 1+ year in a leadership role.
- Analytical skills for data-driven decision-making.
- Excellent communication, people management, and conflict resolution skills.
- Proven ability to work effectively with cross-functional teams.
- (Preferred) Experience in SaaS (Software as a Service) or contact center environments.
- Strong understanding of customer support processes and best practices.
- Ability to inspire and motivate a team.
Qualifications
- Bachelor's degree in a relevant field (e.g., Business Administration, Communications, or a related technical discipline) is preferred.
- Demonstrable track record of successfully leading customer support operations and improving customer satisfaction.
