Softeon - Head - Global Support

Job Title: Head - Global Support

Location: Chennai

Department: Global Support

Reports To: VP - Product Engineering

Job Summary:

- The Head of Global Support will lead the global support function in a dynamic product development company.

- This role is responsible for overseeing all aspects of customer support, ensuring the delivery of exceptional service, and driving continuous improvement.

- The ideal candidate will have extensive experience in support leadership, a strategic mindset, and a deep understanding of product development processes.

Key Responsibilities:

Strategic Leadership:

- Develop and execute the global support strategy aligned with the company's objectives.

- Define and implement support policies, procedures, and standards to enhance service quality and efficiency.

Team Management:

- Lead, mentor, and manage a global team of support professionals, including setting performance goals and conducting regular performance reviews.

- Foster a customer-centric culture within the support team and ensure ongoing training and development.

Customer Experience:

- Ensure exceptional customer service and satisfaction by implementing best practices and resolving complex customer issues.

- Analyze customer feedback and support metrics to identify trends and areas for improvement.

Operational Excellence:

- Oversee the day-to-day operations of the global support function, including support channels (e.g., phone, email, chat, and social media).

- Implement and manage support tools and technologies to streamline processes and enhance efficiency.

Collaboration and Communication:

- Work closely with product development teams to understand product features and updates, ensuring support teams are well-informed and prepared.

- Collaborate with other departments (e.g., Sales, Marketing, Engineering) to address cross-functional issues and improve overall customer experience.

Performance Monitoring:

- Develop and monitor key performance indicators (KPIs) and metrics to measure the effectiveness of support operations.

- Prepare and present regular reports to senior management on support performance, challenges, and opportunities.

Problem Resolution:

- Address and resolve escalated customer issues and complaints, ensuring timely and effective solutions.

- Implement processes for handling high-impact or complex support cases.

Innovation and Improvement:

- Drive continuous improvement initiatives to enhance support processes and customer satisfaction.

- Stay updated with industry trends and best practices to implement innovative support strategies.

Qualifications:

Education: Information Technology, or a related field; advanced degree preferred