David Kennedy Recruitment – Madrid, Madrid
David Kennedy Recruitment is working with an award-winning liquidity and technology solutions company who is seeking to onboard a Head of Technical Support to join their team.
Position: Head of Technical Support
Employment type: Full-time
DUTIES AND RESPONSIBILITIES:
Design and implement a global support strategy that aligns with organizational goals.
Ensure a consistent and high-quality support experience across all regions.
Cultivate and lead a high-performing, customer-focused global technical support team, fostering a culture of excellence.
Enhance customer satisfaction and loyalty by delivering exceptional support experiences.
Manage day-to-day operations, ensuring compliance with SLAs, KPIs, and quality standards.
Continuously refine support processes and workflows to improve efficiency and effectiveness, utilizing tools such as Zendesk, Jira, Klaus, and Workforce Management.
Use data and analytics to identify trends, assess performance, and make informed decisions to optimize support operations.
Leverage technology to streamline support processes and improve the overall customer experience.
Develop and implement a comprehensive self-service strategy, incorporating knowledge bases and chatbots, while monitoring usage to identify opportunities for improvement.
Work closely with Product, Engineering, and other teams to advocate for customer needs and contribute to enhancing the product experience.
Establish and track key performance indicators to assess the effectiveness of both team and individual contributions.
REQUIREMENTS:
Native/Fluency in English with strong proficiency in both written and spoken communication.
Proven experience leading global technical support or technical operations teams.
In-depth understanding of support methodologies and industry best practices.
Strong ability to solve complex problems and make sound decisions under pressure.
Ability to engage and collaborate effectively across teams.
Hands-on experience with customer relationship management (CRM) systems and help desk platforms, particularly Zendesk.
Solid technical proficiency with relevant systems and technologies.
Passionate about customer service and committed to delivering top-tier support experiences.
OFFER:
Exciting opportunity to play a key role in shaping the future of a rapidly growing fintech platform.
Competitive salary and performance-based incentives.
Collaborative and innovative work environment that encourages creativity and problem-solving.
Opportunities for professional growth and career advancement.
Flexible working arrangements and a comprehensive benefits package.
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