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Head of Customer Support

Remote:

Full Remote

Contract:

Full time

Work from:

United Kingdom

Offer summary

Qualifications:

Proven success in scaling support teams, Expertise in AI-driven tools, Strong leadership and analytical skills, Experience with Zendesk or Freshdesk.

Key responsabilities:

Manage a distributed customer support team
Oversee logistics and coordinate with supply chain teams

MyCareer+ Human Resources, Staffing & Recruiting Small startup https://www.mycareerplus.net/

2 - 10 Employees

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Job description

Role Overview

Were looking for a Head of Customer Support to lead global support and logistics teams. This role focuses on optimizing operations, driving customer satisfaction, and ensuring scalable growth through effective systems and team leadership.

Key Responsibilities

Customer Support: Manage a distributed team, enhance KPIs like response time and CSAT, and integrate AI tools to improve efficiency and customer interactions.

Logistics: Oversee logistics to meet global shipping timelines and coordinate with supply chain teams for seamless operations.

Team Leadership: Grow the team to 30-50 members, manage schedules, and lead training initiatives.

Process Optimization: Implement systems to monitor performance, address challenges, and elevate the customer journey.

Requirements

Proven success in scaling support teams and improving KPIs.

Expertise in AI-driven tools and global logistics management.

Strong leadership, communication, and analytical skills.

Experience with platforms like Zendesk or Freshdesk; logistics tools knowledge is a bonus.