Position Overview:

As the Head of Technical Support, you will play a pivotal role in building and leading an international support team aimed at facilitating the expansion of our company’s presence into the Asian, EU, and US markets minding its specifics. You will be responsible for introducing and implementing best practices in customer support while overseeing the provision of exceptional support services to our clients. Our company specializes in providing AI, Cloud, Edge, Security and Infrastructure solutions, Managed Hosting services, and your expertise will be instrumental in ensuring our clients receive unparalleled support in their journey with us.

Key Responsibilities:

1. Strategic Leadership: Develop and execute strategies to establish and grow our support operations in the Asian, EU and US markets. Collaborate with senior management to align customer service objectives with overall business goals.
2. Team Building and Management: Recruit, train, and lead a diverse team of support professionals across multiple locations. Foster a culture of excellence, collaboration, and continuous improvement within the support organization.
3. International Expansion: Drive the expansion of support services into new markets, ensuring alignment with local regulations, cultural nuances, and customer preferences. Establish regional support centers and coordinate cross-functional efforts to ensure seamless service delivery.
4. Best Practices Implementation: Introduce industry-leading support practices and methodologies to enhance the quality and efficiency of our support operations. Implement tools, processes, and metrics to measure and improve customer satisfaction and service levels.
5. Customer Advocacy: Serve as a primary advocate for customer needs within the organization. Champion initiatives to enhance the customer experience, address feedback, and drive customer-centric improvements across all touchpoints.
6. Technical Expertise: Maintain a deep understanding of our offerings. Provide technical guidance and expertise to support teams, helping resolve complex customer issues and escalations. Grow L2 support team.
7. Performance Management: Ensure proper performance metrics and KPIs for the support team, regularly monitoring and analyzing performance data to identify areas for improvement. Implement coaching, training, and development programs to empower team members and drive performance excellence. Do reporting.
8. Stakeholder Collaboration: Collaborate closely with sales, product management, engineering, and other cross-functional teams to ensure alignment on support-related initiatives, product enhancements, and customer requirements.

Qualifications:

• Bachelor’s degree in Computer Science, Engineering, Business Administration, or related field.
• Proven experience in a leadership role within a technical support or customer service organization, preferably in the technology industry.
• Demonstrated success in building and managing international support teams, with a track record of driving expansion into new markets.
• Solid understanding of Cloud, CDN, and Security domains.
• Strong understanding of IT Service Management (ITSM) principles, frameworks (such as ITIL), and best practices (such as SLO, and error budget)
• Analytical mindset with the ability to leverage data to drive decision-making and continuous improvement.
• Fluency in English is required, and additional languages are a plus.

Join us in shaping the future of customer support as we expand our footprint globally and empower businesses with cutting-edge technology solutions. If you’re passionate about leading high-performing teams and delivering exceptional customer experiences, we want to hear from you.