Head of Support
- Full time
- Limassol, Cyprus
- @Uniteam Recruitment Services posted 2 months ago
- Posted : 15/10/2023 -Accepting applications
Job ID 13744
Career Level Junior
Experience 2 Years +
Main Duties & Responsibilities
- Leads, mentors, and inspires a team of support professionals, fostering a positive and collaborative work environment
- Develops and implements strategies to enhance customer satisfaction, continuously monitoring and improving the quality of support services
- Identifies areas for process improvement within the support department and implement efficient workflows to optimize customer issue resolution
- Provides ongoing training and development opportunities for support staff to improve their skills and knowledge
- Establishes and maintains quality assurance standards, regularly reviewing and evaluating support interactions to ensure consistency and excellence
- Analyzes customer support data and feedback to identify trends, issues, and areas for improvement, and use these insights to make informed decisions
- Collaborates with other departments, such as product and business development, to ensure a seamless customer experience and provide valuable insights for product improvement
- Defines and tracks key performance metrics to measure the effectiveness of the support team and use data-driven insights to optimize operations
- Be the voice of the customer within the organization, advocating for their needs and preferences
- Ensures that the support department operates in compliance with relevant regulations and industry standards
- Bachelor’s degree or equivalent work experience
- Proven experience in a leadership role within customer support or a related field
- Knowledge of fintech and financial services markets is highly desirable.
- Strong communication, interpersonal, and problem-solving skills.
- Ability to adapt to a fast-paced and evolving environment.
- Proficiency in customer support software and CRM systems.
- Excellent analytical skills and a data-driven mindset.
- Flexibility and adaptability in a fast-paced environment.
- Attractive remuneration package
- Commission Scheme
- Quarterly bonuses based on personal performance
- Corporate fund
- Discretionary yearly bonus based on company’s performance
- Discount benefit card scheme
- Training opportunities for growth and expansion of knowledge
- Paid 25 days holidays per year