Head of Customer Support

We Value

• Product-led growth
• Loving data-driven decisions
• We look at product metrics daily
• Empower people
• Outcomes and bringing value to our customers over outputs and feature factories
• Ship to learn. Experimentation to validate hypotheses and assumptions
• We're an organisation obsessed with client experience

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Your Responsibilities

• Build and lead a world-class support team that provides omnichannel support via email and chat
• Develop and implement support strategies that elevate our customer experience
• Act as the voice of our customers, providing actionable insights to product and sales teams
• Monitor and optimize team performance through data-driven approaches
• Handle complex escalations with grace, expertise, and a problem-solving mindset
• Stay ahead of industry trends and continuously improve our support ecosystem

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Your Skills & Experience

• 3+ years of experience in management position with proven track record
• Fluency in English (written and spoken)
• Strong communication skills
• Tech-savvy mindset
• Attention to detail

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Nice to have

• Computer networks knowledge/understanding
• Basic knowledge of network infrastructure – IP address, network proxy

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