Head of Customer Support - Full-time Remote

Falador is seeking an experienced Head of Customer Support to lead and manage our customer service operations. In this pivotal role, you will oversee the customer support team, ensuring exceptional service delivery and continuous improvement in processes and performance.

What You'll Do:

- Develop and maintain strong relationships with in-house junior support agents, providing mentorship and guidance.
- Support junior agents with processes, procedures, regular reporting, and constructive feedback.
- Continuously review and refine customer support policies to enhance efficiency and effectiveness.
- Monitor key performance indicators (KPIs) to identify areas for improvement and implement corrective actions.
- Lead and manage training programs to empower the customer support team with the necessary skills and knowledge.
- Collaborate with senior management to align support strategies with overall business objectives.
- Take ownership of all aspects of the customer support function, ensuring a seamless experience for customers.
- Step in for hands-on support when needed, demonstrating leadership by example.
- Manage ad-hoc projects within the Customer Service department to drive operational excellence.

What You'll Need:

- Proven experience in customer service management, with a track record of delivering outstanding results.
- Strong leadership skills with experience managing and developing customer support teams.
- Previous experience in managing outsourced customer service functions is desirable.
- Excellent stakeholder management and communication skills.
- Ability to analyze and act on customer service data to drive continuous improvement.
- Experience in a multi-site or international customer support role is an advantage.
- Confidence in implementing new procedures and processes to optimize service delivery.

Competencies:

- Leadership
- Strategic Thinking
- Customer Focus
- Problem-Solving
- Adaptability
- Communication
- Team Development

What We Offer:

- Competitive salary based on experience.
- A fully remote work environment with a global team.
- Opportunities for professional development and career growth.
- A collaborative and innovative team culture.
- The chance to make a significant impact in a rapidly growing organization.

Our Mission:

Create more equal economic opportunities globally.

Our Vision:

We find and grow the world’s best creative talent.

Are you ready to lead our customer support team and deliver exceptional service? Apply now and be part of Falador’s journey.

Contact us: contact@falador.com