Head of Support

1 month ago

Delhi Division, India Careerfit.ai 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 cross-functional 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 fast-paced 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, self-service portals, and AI-powered support solutions

(ref:hirist.tech)

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