Position Overview:
We are seeking a dynamic Head of Customer Support with a blend of technical expertise and leadership skills to oversee and elevate our customer support operations. The ideal candidate will play a pivotal role in not only managing day-to-day customer service functions but also coordinating cross-department efforts to enhance customer satisfaction, ensure smooth payment processes, and build a highly skilled support team. This individual will be responsible for offering top-tier service to both private and corporate clients, managing online reputation, and collaborating with marketing and payments teams to continuously improve customer experience.
Key Responsibilities:
Customer Support Operations
- Lead the customer support team to ensure prompt, effective, and high-quality service delivery for private and corporate clients.
- Monitor support performance metrics and implement improvements to enhance response times and customer satisfaction.
- Build and mentor a new customer support team, setting KPIs and performance targets to ensure excellence.
- Prepare detailed reports and insights for the Head of Department, providing actionable recommendations.
Technical Expertise and CRM Management
- Provide hands-on assistance with the CRM system, ensuring seamless usage by the team.
- Identify opportunities to optimize workflows within the CRM to enhance efficiency and customer engagement.
- Collaborate with the IT and operations team to troubleshoot CRM issues and implement new features when needed.
Payment Support and Problem-Solving
- Stay updated on alternative payment solutions, training the team to offer fast alternatives when card declines occur.
- Collaborate with the Payments Department to ensure a smooth experience for clients with any payment-related issues.
- Analyze patterns of payment issues and recommend solutions to minimize disruptions.
Cross-Department Coordination
- Work closely with Payments, Marketing, and Risk teams to align strategies and address any cross-functional challenges.
- Coordinate with Risk to monitor dispute trends and ensure smooth conflict resolution.
- Collaborate with Marketing to respond to negative customer reviews, developing action plans to improve satisfaction.
- Encourage happy customers to leave positive reviews on various platforms to strengthen the brand reputation.
Social Media and Reputation Management
- Engage actively with clients on social media by responding to comments and messages, ensuring consistent, professional interactions.
- Work closely with Marketing to publish engaging posts and share customer success stories.
- Monitor online reputation and swiftly address customer concerns raised through digital channels.
Leadership and Team Building
- Develop a scalable structure for the customer support team, aligning resources to meet business growth needs.
- Create training programs to keep the team up to date with new services, payment solutions, and CRM tools.
- Foster a positive, motivated work environment and encourage continuous learning and development.
Required Skills and Qualifications:
- 5+ years of experience in customer support leadership roles, preferably in a B2B or e-commerce environment.
- Strong technical skills with hands-on experience in CRM tools and support platforms.
- Proven track record of solving complex payment-related issues and knowledge of alternative payment methods.
- Excellent interpersonal and communication skills, with the ability to work effectively across departments.
- Experience in managing online reputation and responding to customer feedback through social media.
- Ability to build and lead a high-performing team, with strong mentoring and coaching skills.
- Problem-solving mindset and quick learner, able to adapt to changes and lead by example.
- Fluent in written and spoken English; additional languages are a plus.
What We Offer:
- Competitive salary and performance-based bonuses.
- A collaborative, dynamic work environment with opportunities for growth.
- Flexibility to innovate and bring new ideas to customer support operations.
- Direct impact on the customer experience, working closely with executive leadership.
If you believe you are the right fit for Prime Compliance, and have the right skills to be the best in your field of profession – send us your CV and salary expectation at hr@prime-compliance.net (Indicate: Head of Customer Support in a subject line) and we will get back to you.