Head of Support

As an experienced and passionate individual, you will play a crucial role in expanding existing business and growing the lifetime value of customers for Tookitakis. You should have a proven track record in building and scaling the support department for B2B enterprise SaaS organizations, with a deep understanding of on-premises and cloud-deployed customer support strategies. **Responsibilities:** - **Leadership and Strategy:** Lead the support team by setting strategic direction and implementing support frameworks to ensure exceptional service delivery. - **Process Development:** Establish robust support processes for efficient resolution of client inquiries and issues, with hands-on experience in creating and implementing support processes. - **Team Development:** Recruit, train, and mentor a high-performing support team capable of delivering 24/7 support across various time zones, ensuring continuous learning and development. - **Technical and Client Empathy:** Demonstrate a strong technical understanding of products and deep empathy for client needs to provide knowledgeable and compassionate service. - **Cross-functional Collaboration:** Work closely with product, engineering, sales, and implementation teams to integrate support insights into product development and client onboarding processes. - **Performance Metrics:** Track key performance indicators such as customer satisfaction, retention, resolution time, and net promoter score to assess the effectiveness of the support team and implement necessary improvements. - **Cost Management:** Plan and manage the budget and resources of the support function, allocate resources efficiently, and track expenses and revenues. **Requirements:** - 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 approach to process development and team management. - Strong technical acumen, with expertise on Apache Spark. - Exceptional communication and interpersonal skills. - 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 in AML, Fraud, or Cybersecurity software. Please note that the above job description pertains to a support leadership role at Tookitakis, involving managing support services for on-premises and Cloud customers globally.,