Head of Technical Support

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.