Head of Technical Support

Summary

Join TechBiz Global as a Head of Technical Support and lead global teams to deliver seamless customer experiences. You will develop and execute a global support strategy, ensuring high-quality support across all regions. Responsibilities include building and leading high-performing teams, driving customer satisfaction, and overseeing daily operations. You will optimize workflows, leverage data for decision-making, and implement a robust self-service infrastructure. Collaboration with other departments is key to addressing customer needs and improving product experiences. This role offers a competitive compensation and benefits package and opportunities for professional development.

Requirements

• Proven leadership experience in a global technical support or technical operations role
• Strong knowledge of support methodologies, customer service principles, and operational best practices
• Experience with help desk and CRM systems, especially Zendesk
• Solid technical background with understanding of relevant systems and platforms
• Excellent communication, interpersonal, and decision-making skills
• Strong analytical skills with a data-driven mindset
• Passion for delivering exceptional customer support

Responsibilities

• Develop and execute a global support strategy aligned with business goals
• Ensure a consistent and high-quality customer support experience across all regions
• Build, lead, and inspire high-performing global technical support teams with a culture of excellence and customer obsession
• Drive customer satisfaction, retention, and loyalty through world-class technical support
• Oversee day-to-day operations, ensuring compliance with SLAs, KPIs, and support quality standards
• Continuously optimize workflows and support processes using tools like Zendesk, Jira, Klaus, and Workforce Management platforms
• Leverage support data and analytics to measure performance, identify trends, and guide operational improvements
• Utilize cutting-edge tools and systems to enhance support efficiency and customer experience
• Design and implement an effective Level 1 self-serve solution using the knowledge base and chatbot system; analyze usage data to optimize content
• Partner with Product, Engineering, and other departments to address customer needs and improve the product experience
• Define and monitor KPIs to evaluate team and individual performance and support continuous development

Preferred Qualifications

Fluency in English; fluency in additional languages is a plus

Benefits

• Competitive compensation and benefits package
• Leadership role in a global, forward-thinking company
• Collaborative and innovative work environment
• Opportunities for growth and professional development