About the Client
Our client is an international leader in the e-commerce and payments industry. They work closely with banks, financial institutions, and international payment organizations to deliver solutions that enable businesses to implement modern payment tools. These tools ensure seamless data collection, storage, and transaction completion.
Role Overview
As the Head of Support, you will oversee and enhance the technical support operations, ensuring the delivery of exceptional service. You will lead a team of support specialists, project managers, and analysts, collaborating with three team leads to drive efficiency and innovation. This role requires a strong technical background and leadership skills to align support strategies with business goals.
Key Responsibilities
- Team Leadership: Manage and mentor a team of support specialists, project managers, and analysts, ensuring high performance and professional growth.
- Technical Oversight: Provide technical guidance and support to ensure efficient resolution of complex issues.
- Process Optimization: Develop and implement strategies to improve support processes and enhance customer satisfaction.
- Collaboration: Work closely with team leads to ensure alignment and effective communication across departments.
- Innovation: Drive the adoption of new technologies and tools to enhance support capabilities.
- Performance Monitoring: Establish and track KPIs to measure team performance and identify areas for improvement.
Requirements
- Experience: Proven experience in a technical support leadership role, preferably within the e-commerce or payments industry.
- Technical Skills: Strong technical background with expertise in modern payment tools and systems.
- Leadership Abilities: Demonstrated ability to lead and inspire a diverse team.
- Problem-Solving: Excellent analytical and problem-solving skills.
- Communication: Strong communication skills to engage effectively with stakeholders and team members.
Key Soft Skills
- Innovation: Ability to drive technological advancements and process improvements.
- Collaboration: Strong team player with a knack for working effectively across diverse teams.
- Adaptability: Flexible and able to thrive in a fast-paced, dynamic environment.
What We Offer
- Competitive salary and performance-based bonuses.
- Opportunities for professional growth and development.
- A collaborative and innovative work environment.
- Flexibility to work with international teams.
Apply in 2 min to join this innovative company and lead the transformation of support operations in the e-commerce and payments industry!