Head of Support

5 - 7 years

5 - 10 Lacs

Posted:1 day ago| Platform: Foundit logo

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Work Mode

On-site

Job Type

Full Time

Job Description

Head of Support

Key Responsibilities

  • Leadership & Team Management

    : Lead, mentor, and manage a high-performing support team, fostering a culture of excellence and continuous improvement. Oversee daily operations and ensure team goals are met.
  • Customer Experience Excellence

    : Drive initiatives to enhance customer satisfaction and loyalty, ensuring high-quality and timely support delivery.
  • Performance Analysis

    : Apply strong

    analytical skills

    to monitor support metrics, identify trends, and implement data-driven strategies for improvement.
  • Communication & Conflict Resolution

    : Demonstrate

    excellent communication, people management, and conflict resolution skills

    to handle complex customer issues and internal team dynamics effectively.
  • Cross-functional Collaboration

    : Work seamlessly with

    cross-functional teams

    (e.g., product, engineering, sales) to resolve customer issues, provide feedback, and align support strategies with overall business objectives.
  • Strategic Planning

    : Contribute to the development and execution of long-term support strategies, aligning with company goals and industry best practices.

Skills

  • 5+ years of experience in customer support

    .
  • 1+ year in a leadership role

    .
  • Analytical skills

    for data-driven decision-making.
  • Excellent communication, people management, and conflict resolution skills

    .
  • Proven ability to work effectively with

    cross-functional teams

    .
  • (Preferred) Experience in

    SaaS (Software as a Service) or contact center

    environments.
  • Strong understanding of customer support processes and best practices.
  • Ability to inspire and motivate a team.

Qualifications

  • Bachelor's degree in a relevant field (e.g., Business Administration, Communications, or a related technical discipline) is preferred.
  • Demonstrable track record of successfully leading customer support operations and improving customer satisfaction.

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