Head of Technical Support

Summary

Join a leading FinTech company in Dubai as their Head of Technical Support for a global team. You will oversee daily operations, ensuring SLAs and KPIs are met, while continuously improving support processes. Responsibilities include leveraging data analytics, enhancing self-service strategies, and collaborating with other teams. You will set performance metrics, drive innovation, and foster a customer-obsessed culture. The role requires demonstrated leadership in managing global technical support teams, deep knowledge of support methodologies, and experience with CRM and help desk tools. Flexible work arrangements and opportunities for professional advancement are offered.

Requirements

• Demonstrated leadership in managing global technical support or operations teams
• Deep knowledge of support methodologies and industry best practices
• Hands-on experience with CRM and help desk tools like Zendesk
• Strong technical expertise in relevant technologies and systems
• Fluency in multiple languages

Responsibilities

• Take charge of daily operations, ensuring SLAs, KPIs, and quality standards are met, while continuously refining support processes for greater efficiency and impact
• Use tools like Zendesk, Jira, Klaus, and Workforce Management to streamline workflows and drive results
• Leverage data and analytics to uncover trends, measure performance, and make informed decisions that optimize support operations
• Harness the power of technology to enhance both efficiency and the customer experience
• Shape a robust self-service strategy by maximizing the potential of the knowledge base and chatbot system
• Monitor usage insights to identify opportunities for improvement and deliver smart solutions
• Work hand-in-hand with Product, Engineering, and other teams to champion the voice of the customer and refine the overall product experience
• Set clear, actionable performance metrics to track the success of the team and every individual
• Drive innovation, collaboration, and results at every step!

Preferred Qualifications

• Excellent analytical, organizational, and communication skills
• Exceptional problem-solving abilities and a knack for making sound decisions under pressure

Benefits

• A vibrant and innovative work culture encouraging creativity and teamwork
• Vast opportunities for professional advancement and skill enhancement
• Flexible work arrangements and the potential for international work exposure
• Permanent contract or B2B contract