Head of Customer Support

3 weeks ago

Sharjah, Sharjah, United Arab Emirates B2BROKER Full time
Head of Customer Support – B2PrimeLocation:

CyprusLanguage:

English (C1-C2)Preferable from Fintech industry ONLYResponsibilitiesBuild & Scale a Support TeamEstablish support structure with a long-term vision for team expansion.Recruit, train, and manage future support agents.Client Communication & Support OperationsAct as the primary point of contact for escalated client issues.Define and monitor KPI's and metrics.Collect and report on customer feedback to improve service/product quality.Ticketing System Management (ZenDesk)Configure ZenDesk to manage customer inquiries efficiently.Define workflows and reporting.Self-Service Support & AI ChatbotCreate and maintain a Help Center knowledge base.Create necessary and accurate documentation.Ensure clients are in all communication/help channels.Help improve chatbot based on client interactions and feedback.Obligatory Qualifications4+ years of experience in customer support, catering to retail clients within financial services sphere (B2C).Experience in ticketing systems (preferably ZenDesk).Experience with AI Chatbots and creating Help Center Documentation.Strong communication skills.Excellent organizational and leadership skills.Fluency in English.#J-18808-Ljbffr

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