Head of Customer Support
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Job Description
Head of Customer Support building and leading support operations for a tech company. Responsible for high-quality customer service and implementation of support systems.
Responsibilities:
- Design and implement the company’s **customer support infrastructure**
- Set up and manage the help desk platform (Freshdesk, Zendesk, or similar)
- Create efficient **ticket routing, workflows, and automations**
- Build and maintain a comprehensive **knowledge base and help center**
- Establish clear **support processes and internal playbooks**
- Hire, train, and manage customer support representatives
- Ensure consistent **high-quality responses and customer satisfaction**
- Monitor team performance and provide coaching and feedback
- Develop training materials and support guidelines
- Identify opportunities to improve efficiency using **automation**
- Implement **AI tools for customer support workflows**
- Track and improve key support metrics such as response time, resolution time, ticket volume, and customer satisfaction
- Analyze trends in support requests to identify opportunities for improvement
Requirements:
- **5+ years of experience** leading or managing customer support teams
- Strong experience implementing and managing **help desk platforms** (Freshdesk, Zendesk, Intercom, etc.)
- Experience building **support workflows, automations, and knowledge bases**
- Experience using **AI tools in customer support operations**
- Strong leadership and organizational skills
- Excellent communication and problem-solving ability
- Ability to build systems and processes from the ground up
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