We are looking for a Head of Support in Lahore.
Job Type: Full Time ( on Site )
We are seeking a dynamic and experienced Head of Support to lead and manage our team. The
ideal candidate will have a strong background in customer service, excellent leadership skills,
and a passion for ensuring customer satisfaction. The Head of Support will be responsible for
developing and implementing support strategies, overseeing daily operations, and fostering a
customer-centric culture within the team.
Key Responsibilities:
• Setting strategy to meet the growing demands across the support teams
(Internal and External)
• Develop and implement support strategies to enhance customer satisfaction and
retention.
• A head of support is responsible for overseeing the quality, efficiency, and
effectiveness of the support function in an organization.
• Take accountability for service delivery, meeting customer expectations and
driving future demand.
• Provide accurate and regular reports through the use of OKR.KPIs which can
drive forward opportunities for improvement
• Lead, mentor, and manage the team to achieve and exceed performance targets.
• Manage the support staff, set the goals and strategies for the support
department, and communicate with other stakeholders to ensure customer
satisfaction and retention.
• Work with account managers to support the growth of our customers.
• Responsible for customer satisfaction during implementation and project work.
• Conduct regular performance reviews and provide coaching and development
opportunities for team members.
• Ensure the delivery of high-quality support services to customers through
various channels (phone, email, chat, etc.).
• Monitor and analyze customer feedback and support metrics to identify areas
for improvement.
• Implement processes and technologies to improve efficiency and effectiveness
of the support team.
• Oversee daily operations of the support team, ensuring timely and effective
resolution of customer inquiries and issues ensuring SLAs are met.
• Develop and maintain support documentation, including FAQs, knowledge bases,
and training materials.
• Collaborate with other departments to ensure seamless customer experiences.
• Develop and implement long-term strategies for scaling and improving the
support function.
• Act as the primary point of contact for escalated customer issues and
complaints.
• Communicate support performance and insights to senior management and
other stakeholders.
• Foster strong relationships with key customers and partners to ensure
satisfaction and loyalty.
Qualifications:
• Bachelor’s degree in Business, Management, or a related field. Master’s degree
preferred.
• Proven experience in a senior customer support or service management role.
• Strong leadership and team management skills, with a track record of developing highperforming teams.
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to analyze data and metrics to drive decision-making and improvements.
• Familiarity with customer support software and tools
• Customer-focused mindset with a passion for delivering exceptional service.
• International management experience for 5 years +
Key Competencies:
• Leadership: Ability to inspire and lead a team to achieve common goals.
• Customer Focus: Commitment to understanding and meeting the needs of customers.
• Communication: Excellent verbal and written communication skills.
• Problem-Solving: Strong analytical skills to identify and resolve issues effectively.
• Strategic Thinking: Ability to develop and implement long-term strategies for success