Technical Support Director
6 days ago
ProFinda is seeking a seasoned professional to lead our Technical Support team. As the Head of Technical Support, you will be responsible for managing a team of support agents, ensuring timely and effective resolution of customer issues, and driving continuous improvement in our support processes.
Key Responsibilities:- Manage a team of support agents, including skills development and performance management.
- Operational control, shift scheduling, and accountability for key performance indicators (KPIs).
- Ensure all customer cases are responded to within the SLA and in a professional manner.
- Act as the customer escalation contact and ensure escalations are addressed appropriately.
- Manage a team of 1st and 2nd Line Support Agents, including internal employees and our outsourced team based in India.
- Report on KPIs and produce reports/dashboards for the Senior Management Team.
- Accountability for customer satisfaction.
- Contribution to the support knowledge base.
- Continuous improvement to the team's processes and support service delivery.
- Hire, develop, and train support team to match business requirements.
- Work with the leadership team to drive growth and transformation initiatives.
- At least 10 years of experience in technical support within a SaaS organization, with at least 5 years in a leadership role.
- Experience using a Support Helpdesk tool such as Jira Service Desk, Zendesk, or similar.
- Strong knowledge of software development methodologies, tools, and frameworks.
- Knowledge of ITIL IT Service Management principles.
- Experience in leading and managing cross-functional teams.
- Excellent communication, interpersonal, and leadership skills.
- Ability to work in a fast-paced, dynamic environment.
- Strong problem-solving and analytical skills, with a focus on attention to detail.
- Demonstrated ability to manage budgets and resources.
- A competitive compensation package.
- A laptop.
- The opportunity to work remotely from home.
- 25 holidays, plus 8 bank holidays.
- A learning and development budget.
- Team retreats.
We operate based on trust, autonomy, and flexible hours. We care about the results, not harsh deadlines. Our culture is built on strong, clearly defined company values and leadership. We're a purpose-driven company, engaged and excited about the work we're doing.
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