Head of Customer Support

As the Head of Customer Support, your key responsibilities include building and managing a scalable support team, handling escalated client issues, and monitoring KPIs to ensure high service quality. You'll also be optimizing Zendesk workflows, maintaining the Help Center, improving access to support channels, and streamlining operations to enhance customer experience.

To qualify for the Head of Customer Support position, you need at least 4 years of experience in customer support, ideally in the financial services sector (B2C). Proficiency in ticketing systems, particularly Zendesk, and familiarity with AI chatbots and Help Center documentation are crucial. A fluent command of English (C1 level or higher) is essential, and knowledge of additional languages is advantageous.

Key skills for the Head of Customer Support role include strong leadership abilities for team management, excellent communication skills for client interactions, analytical skills for monitoring KPIs, and a solid understanding of ticketing systems like Zendesk. Additionally, experience in optimizing workflows and enhancing customer support tools and documentation is essential.

The company offers a hybrid work format, especially for candidates based in cities where we have offices, such as Dubai, Hong Kong, and London. This means you will have flexible working options, with the opportunity to shift to remote work in the future. The work environment emphasizes collaboration, innovation, and continuous improvement.

Yes, the Head of Customer Support position comes with competitive salaries that are discussed with the final candidate. Additional benefits include officially paid sick leave, paid vacation, performance-based bonuses including gifts like Apple products, and an annual salary review, ensuring your hard work is recognized and rewarded.

When discussing team building, focus on your strategies for hiring, training, and developing staff. Highlight your experience in creating a positive team culture that prioritizes customer satisfaction and efficiency.

Emphasize your conflict resolution skills and provide specific examples of past experiences. Discuss how you would remain calm under pressure, listen to clients' concerns, and find solutions that satisfy both the customer and the company.

Talk about your proficiency in using Zendesk, detailing how you've managed workflows, analyzed reporting metrics, and improved ticket handling processes. Provide examples of specific challenges you faced and how you overcame them using the platform.

Discuss the importance of KPIs and how you would implement regular performance reviews and feedback sessions. Provide examples of how you have used customer satisfaction surveys or other metrics to inform your strategies for enhancing service quality.

Share your ideas for improving user experience, such as updating documentation, enhancing the chatbot's capabilities, and making the Help Center more accessible. Mention any past experiences where you successfully optimized similar resources.

Explain your training philosophy: how you assess individual strengths and areas for improvement, the tools you'll use for ongoing learning, and your commitment to mentorship. Share any successful training initiatives you've led in the past.

Describe your approach to client relations, highlighting any specific experiences that illustrate your ability to build trust and rapport. Mention strategies you have employed to maintain long-term relationships with clients.

Emphasize the importance of continuous learning in your field. Discuss how you keep up with industry updates, whether through webinars, networking events, or professional organizations, and how you apply what you learn to improve your work.

Share a specific instance, detailing the challenges faced, the steps you took to implement improvements, and the positive outcome. Highlight your problem-solving skills and ability to drive change effectively.

Discuss your passion for helping customers and your understanding of the impact great support can have on a company’s reputation and success. Share how this motivation drives your daily work and interactions with clients.