Head of Global Customer Support

October 11, 2024

Bullfinch Recruitment

San José

OTHER

Our client, a pioneer in the social casino gaming industry, is in search of a seasoned Head of Global Customer Support.

This role is not just about directing our customer support and workforce management functions, but about leading a strategic initiative to ensure exceptional service delivery and operational efficiency across all customer interactions and staffing operations. The ideal candidate will bring a robust background in data-driven performance optimization, team management, and a proactive approach to service excellence.
Key Responsibilities

Leadership and Management: Lead the customer support and workforce management functions, fostering a culture of excellence, accountability, and data-driven optimization.
Strategic Oversight: Develop and implement comprehensive strategies to enhance the effectiveness and efficiency of customer support and workforce scheduling, focusing on metrics and data analysis to drive decisions.
Performance Metrics: Establish, monitor, and analyze key performance indicators (KPIs) across both functions, using data to drive performance improvements and align with the company’s strategic goals.
Process Optimization: Continuously evaluate and refine customer support processes and workforce management systems to maximize operational efficiency and service quality.
Quality Assurance and Platform Management: Oversee quality control and manage the customer support platform, Zendesk, ensuring optimal utilization to improve service delivery and team productivity.
Talent Development: Direct recruitment, training, and development programs, ensuring teams are highly competent and aligned with Patrianna’s standards of excellence.
Crisis Management: Resolve escalated issues and manage critical challenges effectively, maintaining service continuity and high customer satisfaction.
Data-Driven Reporting: Deliver detailed, data-oriented reports to senior management that reflect team performance, customer feedback, and strategic insights.

Qualifications

Experience: At least 7+ years in leadership roles within customer support and workforce management, ideally within the Gaming or e-commerce sectors, with a proven track record in using data to enhance operational outcomes.
Education: Bachelor’s degree in Business Administration, Management, or related fields. Master’s degree preferred.
Skills: Advanced skills in strategic planning and team management; expertise in CRM and workforce management software, particularly Zendesk; strong analytical skills to drive data-led decisions.
Characteristics: Proactive, data-driven, with excellent problem-solving skills and the ability to inspire and lead teams effectively.

Benefits