Kaspersky Team is looking for a Head of Customer Support for META region.
The Head of Customer Support has the primary objective of driving the vision for consistency in customer support standards. He/She will be accountable for shaping and delivering the business's customer service propositions to drive the overall performance of the department, oversee cost-effectiveness, productivity and the provision of customer support procedures that nurture continuous improvement.
The Head of Customer Support balances customer support strategy with delivery and champions for people management, performance management, and talent agendas, enabling excellence in customer support delivery, upholding a customer-centric focus and mind-set of surpassing departmental expectations.
Main Responsibilities
Paid services:
- * Drive the sales forward and ensure Premium Support & Professional Services together with the Sales organization
- * Ensure excellent quality of Premium Support and Professional Services and subsequently guarantee customers' satisfaction
- * Manage P&L, manage the workload across the team
- * Continuously analyze services market landscape to prepare strategy for development and improvement of the Premium Support and Professional Services
- * development of premium support services for B2C and B2B clients
Regular Support
- * Lead ground support for customer support agents & managers, developing and implementing efficient processes in implementing customer experience support plans
- * Manage the workload across regional Support
- * Ensure the premium quality of regular support at all times
- * drive ideas for continuous improvement and efficiency
Process management:
- * Ensure that the quality of support/practices are aligned with the global standards
- * Manage internal communication processes between HQ and the region
- * Ensure that close collaboration with local sales teams is present.
General Management
- * Communicate with colleagues from other regions, including HQ to ensure that all the information is being distributed to the interested parties.
- * Conduct financial analysis for the department, managing the departmental budget, voicing any additional financial support to the finance department for the purpose of facilitating improvement in customer support initiatives.
- * Performance management
- * People management and employee satisfaction
- * Secure adoption of the support department's vision goals & objectives at all levels
- * Ensure that customer support activities are seen to deliver measurable and significant value to the business and meet customer loyalty targets
- * Oversee and determine key strategic direction and objectives of customer support department.