Head of Customer Support

hace 6 días

Panamá Panama Lacias A tiempo completo
About the Role

We are seeking a strategic, empathetic, and hands-on Head of Support to lead and elevate our customer support operations. As a premier BPO partner, we pride ourselves on delivering world-class service that feels like an extension of our clients' own teams. This key leadership role is responsible for building a high-performing support organization that consistently delivers exceptional customer experiences while driving operational excellence.

You will report to the Head of Operations and will be responsible for scaling support workflows, optimizing service delivery, and ensuring strict adherence to performance standards. This role plays a pivotal part in driving client satisfaction, maximizing operational efficiency, and fostering a culture of high employee engagement.

Key Responsibilities
Support Strategy & Leadership
  • Develop and execute a scalable, customer-centric support strategy that aligns with diverse client requirements.
  • Lead transformation initiatives to enhance efficiency, integrate automation, and maintain service excellence across all accounts.
  • Team & Performance Management
    • Lead, mentor, and grow a multi-functional team of support agents, team leads, and quality assurance specialists.
    • Establish and monitor rigorous KPIs (e.g., CSAT, SLA adherence, FCR, and AHT) to ensure peak performance and client ROI.
    Operational Excellence
    • Oversee daily support operations, including workforce planning, volume forecasting, and quality controls.
    • Maintain and optimize ticket management systems, internal workflows, and client-specific knowledge bases.
    Client Experience & Quality
    • Ensure timely, professional, and empathetic service across all support channels (Voice, Chat, Email, Social).
    • Act as the primary advocate for the end-user, driving process improvements based on data trends and customer feedback.
      Cross-Functional Collaboration
      • Partner closely with Client Success, IT, and Compliance teams to resolve technical issues and refine service delivery.
      • Manage the seamless onboarding of new client programs and ensure all support operations align with brand-specific goals.
      Compliance & Risk Management
      • Ensure all operations comply with international standards, including GDPR, PCI-DSS, and relevant labor and data protection laws.
      • Implement robust quality assurance frameworks, complaint-handling protocols, and escalation paths.
      Technology & Innovation
      • Oversee the optimal use of support platforms and drive innovation through AI, automation, and self-service channels.
      • Manage vendor relationships and internal tool configurations to minimize downtime and maximize productivity.
      Culture & Engagement
      • Build a culture of trust, ownership, and continuous improvement.
      • Champion initiatives that promote employee well-being, professional development, and long-term retention.
      Qualifications & Skills
      • Experience: 7+ years in customer support/experience, with 3+ years in a senior leadership role (BPO experience preferred).
      • Team Leadership: Proven track record of managing large, high-volume teams and meeting strict contractual SLAs.
      • Tech Stack: Expert-level proficiency with support tools such as Zendesk, Salesforce, or Freshdesk.
      • Analytical Rigor: Strong ability to translate complex data into actionable operational improvements.
      • Compliance: Solid understanding of GDPR, data privacy, and CX performance metrics.

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