Ofertas de empleo Global Head Of Customer SupportPublicada: 23.11.2024. Actual hasta: 07.12.2024Global Head Of Customer Support, GranadaSalario: a convenirDescripción de la ofertaThe Global Head of Customer Support is a strategic executive role responsible for defining and executing a comprehensive support strategy that spans reactive and proactive service, self-service optimization, and continuous customer experience enhancement. This individual will lead the global support team to consistently meet and exceed service expectations, delivering an exceptional customer experience that aligns with our brand values.Key ResponsibilitiesStrategic Leadership: Define and implement a global customer support strategy that ensures world-class service and aligns with business objectives.Proactive Support Initiatives: Develop and lead proactive support practices that anticipate customer needs, reduce issues, and improve overall satisfaction.Self-Service Optimization: Drive initiatives to expand and enhance self-service capabilities, including the development of knowledge bases, AI-driven support solutions, and online resources to empower customers.Customer Experience Excellence: Ensure high standards for customer interactions across all support channels, embedding a customer-centric approach within the team.Cross-Functional Collaboration: Work with Product, Engineering, and Customer Success teams to align support initiatives with product updates, improving the overall customer journey.Team Development & Performance: Build and lead a high-performing global support team, instilling a culture of accountability, customer-centricity, and continuous improvement.Key AccountabilitiesCustomer Satisfaction (CSAT): Achieve and maintain high CSAT scores by optimizing support responsiveness, issue resolution, and customer communication.First Contact Resolution (FCR) Rate: Improve the rate of first contact resolutions, reducing time-to-solve and increasing customer satisfaction.Self-Service Utilization: Increase adoption of self-service resources, tracking usage metrics to ensure effectiveness and accessibility.Response & Resolution Times: Consistently meet or exceed service level targets for response and resolution times across all support channels.Operational Efficiency: Optimize support operations through technology and best practices, focusing on reducing overall support costs while enhancing service quality.Key Metrics for SuccessCustomer Satisfaction (CSAT) Score: Target of 4.5 / 5 or higher for all customer interactions.First Contact Resolution (FCR): Minimum 20% FCR rate, with improvements over time.Self-Service Deflection Rate: Target 5% annual increase in self-service use, reducing inbound support requests.Average Response Time (ART) & Average Resolution Time (ART): Meet or exceed predefined benchmarks to improve customer experience.Net Promoter Score (NPS): Track improvements in NPS due to enhanced support experiences and proactive engagement.
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