Head of Customer Services
The Head of Customer Services plays a critical role in ensuring customer satisfaction and success with our SaaS products. They oversee a team of application analysts, ensuring efficient resolution of customer inquiries and technical issues, and manage the design and delivery of training programs specific to the TrakCel Product and customer processes. Additionally, they collaborate closely with cross-functional teams to improve product features, enhance user experience, and drive customer retention and growth.
If you have over 5 years of experience in customer services, a proven track record in leading support teams for SaaS platforms, and exceptional leadership and change management skills, we want to hear from you. Your ability to manage multiple software applications, mentor colleagues, and communicate effectively with both technical and non-technical audiences will be key to driving our initiatives forward. Join us and play a critical role in our mission to deliver exceptional customer service and innovation. Apply now!
Main Responsibilities
1. Lead and Develop Support Team: Mentor and develop Application Analysts to ensure they have the skills and resources to provide excellent 24/7/365 customer service.
2. Procedure Documentation: Collaborate with the Customer Services Manager to document procedures for handling tickets, incidents, service requests, and queries.
3. Technical Support Mechanism: Establish and manage a technical support system for resolving live issues and handling escalated customer complaints.
4. Customer Inquiry Management: Oversee the resolution of customer inquiries and technical issues across various channels, ensuring adherence to SLAs and high customer satisfaction.
5. Ticket Queue Monitoring : Monitor and prioritize support ticket queues based on urgency and customer impact.
6. Cross-functional Liaison: Work with colleagues and customers across business and technical functions to promptly resolve live system issues.
7. Centralized Support Strategy: Develop and implement a scalable support strategy for all applications within the organization.
8. SaaS Application Expertise: Gain comprehensive knowledge of SaaS applications and share this knowledge with support staff.
9. Customer Satisfaction Strategy: Direct the development and execution of customer satisfaction strategies and measure customer satisfaction through various metrics.
10. Performance Reporting and Analysis: Generate reports on team performance, analyze support trends and customer feedback to identify improvement areas, and guide strategic decisions.
TrakCel – Trusted Experts. Working Together. Delivering Vision.
No Recruitment Agencies thank you.