Head of Technical Support, US

Head of Technical Support, US

Department: Sandbox

Employment Type: Permanent - Full Time

Location: US - Boston

Reporting To: Lucinda Morek

Description

As the Head of Technical Support (US), you will be responsible for leading and managing the US-based technical support team. You will oversee all aspects of customer service, including team development, performance management, process improvement, and customer satisfaction. Your goal is to ensure that the US technical support team provides exceptional service and contributes to the overall success of the organization and achievement of its goals.

Key Responsibilities

Strategic Planning and Leadership:

1. Support the Director of Support in developing short/medium/long term strategy for the Support team, ensuring regional nuances are considered and experience and views of all team members are included in its development.
2. Contribute to the vision and mission setting and translate that to the team below, ensuring it informs decisions and tactics used.
3. Participate in cross-functional projects and initiatives, contributing expertise and supporting successful outcomes. Facilitate communication and information sharing between the technical support department and other departments.

People and Performance Management:

1. Provide strong leadership for the regional team, setting a positive example and inspiring team members.
2. Assist in developing and implementing the department's recruitment strategy, ensuring that it aligns with the overall business objectives. Recruit, hire, and develop a high-performing customer support team.
3. Manage team performance, including setting goals, tracking metrics, and providing feedback.
4. Develop and deliver training programs on various technical support topics, including product knowledge, customer service skills, and technical troubleshooting. Oversee the delivery of training programs, ensuring that they are effective, engaging, and meet the needs of the team.
5. Work with team members to set individual and team goals, ensuring that they are challenging, achievable, and aligned with the department's objectives, adhering to regular company-wide goal framework.
6. Foster a culture of open and honest feedback within the department, encouraging employees to seek feedback and provide constructive input. Lead coaching initiatives, providing individual coaching and mentoring to team members.
7. Drive employee engagement and morale, attracting and maintaining top talent as well as managing poor performance.

Operational Performance and Process Improvement:

1. Identify and implement opportunities to improve operational efficiency within the department, reducing costs and increasing productivity.
2. Drive process improvement initiatives, streamlining workflows and eliminating inefficiencies. Evaluate and recommend new technologies to improve operational efficiency and customer satisfaction.
3. Oversee the performance management process for the department, ensuring that it is fair, consistent, and effective and in alignment with the performance management framework.
4. Manage SLAs for the regional team, ensuring that they are clear, achievable, and aligned with the company's goals. Monitor SLA performance, identifying areas for improvement and taking corrective action as needed.
5. Develop and implement capacity planning plans for the department, ensuring that the department has the necessary resources to meet demand.

Customer Experience:

1. Manage the escalation process, ensuring that escalated complaints are handled promptly and effectively.
2. Develop and implement strategies to enhance the overall customer experience.
3. Oversee the resolution of escalated complaints within their regional team, working with team members to identify solutions and address customer concerns.
4. Conduct root cause analysis for escalated complaints, identifying underlying issues and implementing corrective actions.
5. Monitor customer satisfaction levels and take steps to address any recurring complaints or issues within the department.
6. Oversee the incident management process, ensuring that incidents are handled promptly and effectively.
7. Conduct or participate in quality assurance audits, identifying areas for improvement and taking corrective action.

Project Coordination:

1. Assist in/collaborate in technology projects, including system upgrades, migrations, and implementations.
2. Coordinate with technical teams and end-users to ensure successful project outcomes.

Skills, Knowledge and Expertise

1. At least 5 years’ experience in an operational leadership role in a B2B SaaS environment.
2. Strong understanding of technical support processes and systems.
3. Strong understanding of customer service principles and best practices.
4. Ability to lead and motivate teams.
5. Excellent analytical and problem-solving skills.
6. Attention to detail with numerical accuracy and ability to perform high-level data analysis.
7. Effective communication skills, written and verbal with ability to prepare and present department plans.
8. Ability to manage competing priorities and deliver to deadlines.
9. Experience with Salesforce CRM and Zendesk is very advantageous.

Benefits

We offer you a challenging job in a growing and truly global international SaaS company with a competitive compensation structure. You will be part of a fun and hardworking team:

1. Hybrid working.
2. Healthcare.
3. Life insurance.
4. 6 weeks - work anywhere option per year.
5. Employee Assistance program.
6. Contributory retirement savings plan.
7. Opportunities for training & development.
8. Great team and culture.
9. Discounts portal.
10. Income protection Insurance.
11. Online GP services.

Exclaimer is an equal opportunity employer and people seeking employment with us are considered without regard to race, colour, religion, national origin, age, sex, marital status, physical or mental disability, veteran status, gender identity, sexual orientation, or any other characteristic protected by law.

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