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Head of Support

3 months ago

Delhi, Delhi, India Careerfit Full time

Job Description :

You will be responsible for developing and implementing strategies, managing a team of support professionals, and driving continuous improvement in our support operations.


Responsibilities :

  • Lead and manage a team of support professionals, providing technical assistance and resolving issues for customers.
  • Develop and implement comprehensive support policies, procedures, and service level agreements (SLAs) to guarantee timely and effective issue resolution.
  • Define and monitor key performance indicators (KPIs) and metrics to assess and improve the performance and efficiency of the support team.
  • Establish clear escalation procedures, implement efficient incident management processes, and develop a comprehensive knowledge base system to streamline support operations and enhance customer satisfaction.
  • Collaborate closely with crossfunctional teams like product development, engineering, and sales to integrate customer feedback, ultimately driving continuous improvement of products and services.
  • Foster a positive and productive work environment for the support team by providing leadership, coaching, and mentorship.
  • Act as the primary point of contact for major incidents, escalated customer issues, and complaints, ensuring prompt communication and resolution.

Requirements :

  • Bachelor's or Master's degree in Computer Science, Information Technology, or a related field.
  • Proven experience in a leadership role overseeing customer support, technical support, or help desk operations (minimum 5 years).
  • Deep understanding of support processes, incident management methodologies, and best practices in customer service.
  • Exceptional communication, leadership, and interpersonal skills with the ability to build strong relationships with customers and stakeholders.
  • Familiarity with support tools, ticketing systems, and CRM (Customer Relationship Management) software.
  • Proven ability to manage teams, drive performance improvements, and achieve results in a fastpaced environment.

Technical Skillset :

  • Proficiency in a ticketing system (e.g, Zendesk, Freshdesk)Experience with a CRM platform (e.g, Salesforce, HubSpot)
  • Working knowledge of IT infrastructure and operations (a plus)

Preferred Skills :

  • Certification in IT service management (e.g, ITIL Foundation)
  • Experience with support automation tools, selfservice portals, and AIpowered support solutions
)