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Head of Technical Support

hace 3 semanas

Panamá, Panamá TechBiz Global GmbH A tiempo completo

At TechBiz Global, we are providing recruitment service to our TOP clients from our portfolio. We are currently seeking a Head of Technical Support to join one of our **clients**' teams. If you're looking for an exciting opportunity to grow in a innovative environment, this could be the perfect fit for you.

This role is central to delivering a seamless and high-quality customer experience across all touchpoints. You will manage global support teams, drive operational excellence, and implement a strategic vision for scalable, data-driven, and customer-obsessed support services—including a robust self-service infrastructure.

**Key Responsibilities**:

- **
Strategic Leadership**: Develop and execute a global support strategy aligned with business goals.
- ** Global Technical Support Delivery**: Ensure a consistent and high-quality customer support experience across all regions.
- ** Team Leadership**: Build, lead, and inspire high-performing global technical support teams with a culture of excellence and customer obsession.
- ** Customer Experience**: Drive customer satisfaction, retention, and loyalty through world-class technical support.
- ** Operational Excellence**: Oversee day-to-day operations, ensuring compliance with SLAs, KPIs, and support quality standards.
- ** Process Improvement**: Continuously optimize workflows and support processes using tools like **Zendesk**, **Jira**, **Klaus**, and **Workforce Management** platforms.
- ** Data-Driven Decision Making**: Leverage support data and analytics to measure performance, identify trends, and guide operational improvements.
- ** Technology Adoption**: Utilize cutting-edge tools and systems to enhance support efficiency and customer experience.
- ** Self-Service Strategy**: Design and implement an effective Level 1 self-serve solution using the knowledge base and chatbot system; analyze usage data to optimize content.
- ** Cross-Functional Collaboration**: Partner with Product, Engineering, and other departments to address customer needs and improve the product experience.
- ** Performance Management**: Define and monitor KPIs to evaluate team and individual performance and support continuous development.
**What We Offer**:

- Competitive compensation and benefits package
- Leadership role in a global, forward-thinking company
- Collaborative and innovative work environment
- Opportunities for growth and professional development
- Proven leadership experience in a **global technical support** or **technical operations** role.
- Strong knowledge of support methodologies, customer service principles, and operational best practices.
- Experience with help desk and CRM systems, especially **Zendesk**.
- Solid technical background with understanding of relevant systems and platforms.
- Excellent communication, interpersonal, and decision-making skills.
- Strong analytical skills with a data-driven mindset.
- Passion for delivering exceptional customer support.
- Fluency in **English**; fluency in additional languages is a plus.