Remote Head of Customer Support and Workforce Management
at Bullfinch Recruitment

Summary

Join our team as a seasoned Head of Customer Support and Workforce Management, leading strategic initiatives to ensure exceptional service delivery and operational efficiency across all customer interactions and staffing operations.

Requirements

• At least 7+ years in leadership roles within customer support and workforce management, ideally within the Gaming or e-commerce sectors, with a proven track record in using data to enhance operational outcomes
• Bachelor’s degree in Business Administration, Management, or related fields. Master’s degree preferred
• Advanced skills in strategic planning and team management; expertise in CRM and workforce management software, particularly Zendesk; strong analytical skills to drive data-led decisions

Responsibilities

• Lead the customer support and workforce management functions, fostering a culture of excellence, accountability, and data-driven optimization
• Develop and implement comprehensive strategies to enhance the effectiveness and efficiency of customer support and workforce scheduling, focusing on metrics and data analysis to drive decisions
• Establish, monitor, and analyze key performance indicators (KPIs) across both functions, using data to drive performance improvements and align with the company’s strategic goals
• Continuously evaluate and refine customer support processes and workforce management systems to maximize operational efficiency and service quality
• Oversee quality control and manage the customer support platform, Zendesk, ensuring optimal utilization to improve service delivery and team productivity
• Direct recruitment, training, and development programs, ensuring teams are highly competent and aligned with Patrianna’s standards of excellence
• Resolve escalated issues and manage critical challenges effectively, maintaining service continuity and high customer satisfaction
• Deliver detailed, data-oriented reports to senior management that reflect team performance, customer feedback, and strategic insights

Benefits

• Competitive salary with performance-based incentives
• Flexibility to work remotely with adaptable work hours
• Comprehensive health, wellness, and insurance benefits
• Opportunities for ongoing professional development and career progression