Head of Support

The ideal candidate for this role is someone who is passionate about providing personalized service and is enthusiastic about playing a pivotal role in expanding existing business and enhancing the lifetime value of customers. You should have a proven track record in building and scaling the support department for B2B enterprise SaaS organizations. A deep understanding of customer support strategies for both on-premises and cloud-deployed services is essential for this position. You will be responsible for managing and providing support services to Tookitakis on-premises and Cloud customers worldwide, including traditional banks and fintech companies. Leading an initial 7-member support team, you will ensure meeting SLAs for production incidents, quick response & resolution for service requests, and enhancing the net promoter score (NPS). Your responsibilities will include: - Leadership and Strategy: Leading the support team, setting strategic direction, and implementing support frameworks to ensure exceptional service delivery. - Process Development: Establishing robust support processes and frameworks to efficiently resolve client inquiries and issues. - Team Development: Recruiting, training, and mentoring a high-performing support team capable of delivering 24/7 support across different time zones. - Technical and Client Empathy: Demonstrating a strong technical understanding of products and showing empathy for client needs to provide knowledgeable and compassionate service. - Cross-functional Collaboration: Working closely with product, engineering, sales, and implementation teams to integrate support insights into product development and client onboarding processes. - Performance Metrics: Tracking key performance indicators like customer satisfaction, retention, resolution time, and net promoter score to assess the effectiveness of the support team. - Cost Management: Planning and managing the budget and resources of the support function efficiently. Key requirements for this role include: - Bachelor's degree in Computer Science, Information Technology, or a related field. - 10+ years of experience in customer support/service roles within B2B enterprise SaaS organizations, with at least 7 years in a leadership position. - Demonstrated ability to lead and scale support teams, with hands-on experience in process development and team management. - Strong technical acumen with expertise in Apache Spark. - Exceptional communication and interpersonal skills with a client-centric approach. - Experience in setting up and managing support services across different time zones. - Proven track record of improving customer satisfaction and support efficiency. - Familiarity with support software, ticketing systems, and CRM tools like Freshservice. - Preferred experience with AML, Fraud, or Cybersecurity software.,