Head of Technical Support - remote

<div><p>Are you passionate about technical leadership? If so we have a remarkable opportunity for you! Based in the vibrant city of Dubai but with the flexibility of a global reach our client is a leading entity specialized in FinTech solutions and pioneering technology. We’re on the lookout for Head of Technical Support for a global technical support team to foster a culture focused on customer obsession and excellence. Deliver exceptional support experiences that enhance customer satisfaction and loyalty.</p><h3>What your responsibilities will include:</h3><ul><li>Take charge of daily operations ensuring SLAs KPIs and quality standards are met while continuously refining support processes for greater efficiency and impact.</li><li>Use tools like Zendesk Jira Klaus and Workforce Management to streamline workflows and drive results.</li><li>Leverage data and analytics to uncover trends measure performance and make informed decisions that optimize support operations.</li><li>Harness the power of technology to enhance both efficiency and the customer experience.</li><li>Shape a robust selfservice strategy by maximizing the potential of the knowledge base and chatbot system.</li><li>Monitor usage insights to identify opportunities for improvement and deliver smartsolutions.</li><li>Work handinhand with Product Engineering and other teams to champion the voice of the customer and refine the overall product experience.</li><li>Set clear actionable performance metrics to track the success of the team and every individual.</li><li>Drive innovation collaboration and results at every step!</li></ul><h3>Qualifications:</h3><ul><li>Demonstrated leadership in managing global technical support or operations teams.</li><li>Deep knowledge of support methodologies and industry best practices.</li><li>Handson experience with CRM and help desk tools like Zendesk.</li><li>Strong technical expertise in relevant technologies and systems.</li><li>Fluency in multiple languages.</li></ul><h3>Preferred Qualifications:</h3><ul><li>Excellent analytical organizational and communication skills.</li><li>Exceptional problemsolving abilities and a knack for making sound decisions under pressure.</li></ul><h3>Joining us means you'll enjoy:</h3><ul><li>A vibrant and innovative work culture encouraging creativity and teamwork.</li><li>Vast opportunities for professional advancement and skill enhancement.</li><li>Flexible work arrangements and the potential for international work exposure.</li><li>Permanent contract or B2B contract.</li></ul><h3>Sounds interesting? Send us your CV by applying to this page!</h3><h3>Required Experience:</h3><p>Senior IC</p><p>The provision of personal data by you is fully voluntary and the basis for their processing is your consent. We have prepared some necessary information you can find in document: Information regarding the processing of your personal data. There you will find how your Personal Data is being processed and what your rights are in connection to this.</p></div>#J-18808-Ljbffr