Intergo Telecom Ltd is hiring a
Head of Customer Success & Support, Remote - Cyprus

Summary

Intergo Telecom is seeking a Head of Customer Success & Support to lead and manage their customer tech support and success teams, with a focus on improving customer satisfaction and retention. The ideal candidate should have a strong background in customer support, a deep understanding of the telecom industry, and proven leadership skills.

Requirements

• Bachelor’s degree in Business Administration, Communications, or a related field (Master’s degree preferred)
• 7+ years of experience in customer support and success roles, with at least 3 years in a leadership position

Responsibilities

• Lead, mentor, and develop the customer support and success teams consisting of 6 amazing professionals to achieve high performance and professional growth
• Develop and implement comprehensive customer support and success strategies aligned with company goals and objectives
• Monitor and analyze key performance indicators (KPIs) to assess team performance and identify areas for improvement
• Oversee the daily operations of the customer support team, ensuring timely and effective resolution of customer issues and tickets
• Implement and optimize support processes and systems to enhance efficiency and customer satisfaction
• Develop and execute customer success strategies to drive customer adoption, engagement, and retention
• Build strong relationships with key customers, understanding their needs and ensuring their long-term success with our products
• Work with cross-functional teams to resolve complex customer issues
• Provide training and ongoing development for the technical support team
• Provide customer feedback and insights to influence product development and improvement
• Prepare and present regular reports on customer support and success metrics to senior management

Preferred Qualifications

Proven experience in the telecommunications industry is highly desirable

Benefits

• Competitive salary and performance-based bonuses
• Paid days off per year
• Opportunities for professional development and career advancement
• A dynamic and inclusive work environment
• Fully remote opportunity or hybrid
• If you work on-site at our awesome office in Paphos, we want you energized! Free snacks, fruits, spirits and coffee for everyone
• Flexibility and work-life balance