Head of Support

About Us

Global Head of Support

1-   Strategic Leadership

• Develop and implement a comprehensive customer support strategy that aligns with the company's business objectives and enhances customer satisfaction.
• Set measurable goals for the support team, ensuring alignment with overall company goals and KPIs.

2-   Team Management

• Lead, mentor, and manage a diverse support team, made of staff on-site at client premises, on-shore (Riyadh) and off-shore (Sri Lanka and Pakistan), fostering a high-performing and customer-driven culture.
• Conduct performance evaluations, provide feedback, and support the professional development of team members.
• Organize training programs to ensure the team is knowledgeable about products, industry trends, and customer service best practices.

3-   Customer Engagement

• Establish and maintain strong relationships with key clients and stakeholders to understand their needs and expectations.
• Develop customer feedback systems to gather insights, assess satisfaction, and identify opportunities for improvement.

4-   Operational Excellence

• Oversee day-to-day operations of the support department, ensuring all customer inquiries and issues are addressed promptly and effectively.
• Implement best practices for support processes, ensuring efficiency, consistency, and quality.

5-   Multi-Channel Support Management

• Manage support across multiple channels (phone, email and chat), ensuring a seamless customer experience.
• Evaluate and implement customer support technologies and tools to enhance efficiency and service quality.

6-   Cross-Functional Collaboration

• Work closely with product management, engineering, and sales teams to communicate customer feedback and influence product development and enhancements.
• Collaborate with marketing to create customer support materials and resources that improve user experience.

7-   Quality Assurance

• Establish quality assurance processes to monitor and improve the quality of customer interactions and support services.
• Analyze support metrics and data to identify trends, operational challenges, and areas for enhancement.

8-   Crisis Management

• Develop contingency plans and response strategies for handling customer issues, escalations, and crises effectively.
• Lead the support team during critical incidents, ensuring timely resolution and communication with affected clients.

9-   Reporting and Analytics

• Prepare and present regular reports on support performance, metrics, and customer satisfaction to executive leadership.
• Utilize analytics to inform decision-making and refine support strategies.

10- Continuous Improvement

• Foster a culture of continuous improvement within the support team, encouraging innovation in service delivery and client engagement.
• Stay updated on industry trends and best practices to refine support processes and enhance customer service offerings.

11- Training and Knowledge Management

• Oversee the creation and maintenance of a knowledge base that provides resources for both customers and support staff.

12- User Adoption and Success

• Collaborate with the Product team to proactively drive user adoption and product engagement, ensuring customers achieve their desired outcomes.
• III.

& Requirements

• **Education**
• : Bachelor’s degree in IT, Business Administration, Communications, or a related field.
• A Master’s degree is a plus.
• **Experience**
• : 8+ years of experience in customer support or related fields, with at least 3 years in a leadership or management role.
• **Technical Proficiency**
• : Familiarity with Financial Industry, customer support software, and CRM systems.
• **Leadership Skills**
• : Proven experience in leading and managing teams, with a focus on driving performance and accountability.
• **Communication Skills**
• : Excellent verbal and written communication skills with the ability to convey complex information clearly and effectively.
• **Language Proficiency**
• : Fluent in English (spoken and written) to facilitate effective communication with stakeholders.
• IV.

Core Skills

• 1. **Customer-Centric Attitude**
• Ability to prioritize customer needs and create strategies that enhance customer satisfaction and loyalty.
• 1. **Problem-Solving Skills**
• Strong analytical and problem-solving abilities to address customer issues and implement effective solutions.
• 1. **Collaboration**
• Exceptional interpersonal skills to work effectively with cross-functional teams and build relationships.
• 1. **Adaptability**
• Flexibility to adapt to changing customer needs and business priorities.
• 1. **Technology Savvy**
• Understanding of support technologies and tools, with a keen interest in evaluating new solutions that enhance service delivery.
• V.

Key Result Areas (KRAs)

• **Customer Satisfaction:**
• Achieve and maintain high levels of customer satisfaction and Net Promoter Score (NPS).
• **Team Performance:**
• Develop a high-performing and engaged support team with low turnover rates.
• **Operational Efficiency:**
• Improve efficiency in support processes, reducing response and resolution times.
• **Continuous Improvement:**
• Show ongoing improvement in support metrics and overall service quality.