Head of Customer Services
Posted on: 11/29/2024
San Joes California
Permanent
FMCG
Key Responsibilities
• Technical Support Leadership:
o Manage and develop a robust technical support team to address customer inquiries, troubleshooting, and product-related issues.
o Ensure timely and accurate resolutions for technical problems, minimizing customer downtime.
• Customer Service Strategy:
o Design and implement global customer service strategies that align with the company’s objectives and customer expectations.
o Establish scalable support processes and systems to meet the demands of a growing customer base.
• Team Management:
o Recruit, train, and lead a high-performing customer service team.
o Develop training programs to enhance the team’s technical expertise and product knowledge.
• Customer Experience Improvement:
o Monitor and analyze customer feedback to identify opportunities for service improvement.
o Drive initiatives to improve response times, resolution rates, and overall customer satisfaction.
• Operational Excellence:
o Set and monitor key performance indicators (KPIs) to ensure efficient and high-quality support services.
o Implement and optimize the use of customer service tools and technologies.
• Cross-Functional Collaboration:
o Work closely with product, engineering, and marketing teams to ensure customer insights drive product development and enhancements.
o Act as the customer’s advocate within the company, influencing strategies and solutions.
• Global Support Management:
o Oversee the delivery of consistent and high-quality support services across multiple regions.
o Ensure multilingual support capabilities and region-specific strategies as needed.
Qualifications and Skills
• Bachelor’s degree in engineering, computer science, or a related technical field.
• 5+ years of customer service experience, with a minimum of 1 years in a leadership role focused on technical support.
• Strong understanding of consumer electronics or related hardware products, ideally in the laser cutting or maker tools space.
• Proven experience in building and scaling global customer support operations.
• Proficiency in customer service platforms (e.g., Zendesk, Salesforce) and CRM systems.
• Exceptional problem-solving skills with the ability to manage complex technical issues.
• Strong leadership, communication, and interpersonal skills.
• Multilingual capabilities are a plus.
• Technical Support Leadership:
o Manage and develop a robust technical support team to address customer inquiries, troubleshooting, and product-related issues.
o Ensure timely and accurate resolutions for technical problems, minimizing customer downtime.
• Customer Service Strategy:
o Design and implement global customer service strategies that align with the company’s objectives and customer expectations.
o Establish scalable support processes and systems to meet the demands of a growing customer base.
• Team Management:
o Recruit, train, and lead a high-performing customer service team.
o Develop training programs to enhance the team’s technical expertise and product knowledge.
• Customer Experience Improvement:
o Monitor and analyze customer feedback to identify opportunities for service improvement.
o Drive initiatives to improve response times, resolution rates, and overall customer satisfaction.
• Operational Excellence:
o Set and monitor key performance indicators (KPIs) to ensure efficient and high-quality support services.
o Implement and optimize the use of customer service tools and technologies.
• Cross-Functional Collaboration:
o Work closely with product, engineering, and marketing teams to ensure customer insights drive product development and enhancements.
o Act as the customer’s advocate within the company, influencing strategies and solutions.
• Global Support Management:
o Oversee the delivery of consistent and high-quality support services across multiple regions.
o Ensure multilingual support capabilities and region-specific strategies as needed.
Qualifications and Skills
• Bachelor’s degree in engineering, computer science, or a related technical field.
• 5+ years of customer service experience, with a minimum of 1 years in a leadership role focused on technical support.
• Strong understanding of consumer electronics or related hardware products, ideally in the laser cutting or maker tools space.
• Proven experience in building and scaling global customer support operations.
• Proficiency in customer service platforms (e.g., Zendesk, Salesforce) and CRM systems.
• Exceptional problem-solving skills with the ability to manage complex technical issues.
• Strong leadership, communication, and interpersonal skills.
• Multilingual capabilities are a plus.