Head of Technical Support - London, United Kingdom - ProFinda

Description

Head of Technical Support at ProFinda

ProFinda is now looking for a dedicated individual to join our team as the Head of Technical Support with 10 or more years of demonstrable experience leading a support team to help SaaS customers with general inquiries, resolving issues that require deep dives into our API and technical implementations.

In this position you will:

• Management of a professional support team, including skills development and performance management.
• Operational control, shift scheduling, accountability for key performance indicators (KPIs)
• Ensures that all customer cases are responded to within the SLA, and in a professional manner
• Act as the customer escalation contact, and ensure that such escalations are addressed appropriately
• Manage a team of 1st and 2nd Line Support Agents, including internal employees and our outsourced team based in India.
• Report on KPI's and produce reports/dashboards for the Senior Management Team.
• Accountability for customer satisfaction
• Contribution to the support knowledge base
• Continuous improvement to the team's processes and support service delivery
• Hire, develop and train support team to match business requirements
• Work with the leadership team to drive growth and transformation initiatives

What you need to be successful in the role:

• At least 10 years of experience in technical support within a SaaS organization, with at least 5 years in a leadership role
• Experience using a Support Helpdesk tool such as Jira Service Desk, Zendesk or similar.
• Strong knowledge of software development methodologies, tools, and frameworks
• Knowledge of ITIL IT Service Management principles
• Experience in leading and managing crossfunctional teams
• Excellent communication, interpersonal, and leadership skills
• Ability to work in a fastpaced, dynamic environment
• Strong problemsolving and analytical skills, with a focus on attention to detail
• Demonstrated ability to manage budgets and resources.

We offer:

• A competitive compensation
• Laptop
• Work remotely from home
• 25 holidays, plus 8 bank holidays
• Learning and development budget
• Team retreats

Our Culture & Values:

At ProFinda, we know that a great culture is something that develops naturally on the back of strong, clearly defined company values and leadership.

This culture is what motivates and retains talented employees.

Our values are true to ProFinda and are reinforced among our employees daily, translating to a culture that makes the entire team proud.

• We're a purposedriven company, engaged and excited about the work we are doing.
• We know good ideas come from everywhere, so we work to ensure every person feels safe to take risks and think outside of the box. You will get a responsible role in an ambitious team, at the forefront of our rapid growth.
• We operate based on trust. We are proud of the company's autonomy and work based on flexible hours. We care about the results, not harsh deadlines.
• We are committed to transparent and great communication, and patient selfdriven attitudes. We're not big on meetings, but we love innovation, agile thinking and solution mindsets.
• We move quickly so you're constantly learning and things never get stale. You will have plenty of opportunities for personal growth and development.
• We value a daily work + life balance.

A bit about us:

Though our backgrounds are diverse, we share a belief - employee skills and a knowledge lens can lead to workforce productivity and quality, also favouring employee personal development and mobility.

That common inspiration keeps us aligned with our purpose as a team, which is scattered across 12 countries (so far), all over Europe.

The distance doesn't slow us down. We keep the engine humming from our homes, co-working spaces, and coffee shops. Whether collaborating through Slack, video calls, our team knows how to keep connected—it's what we do best

At ProFinda, inclusivity fits our core values of aspiring to create an open-minded workforce, where our employees feel comfortable to be themselves.

We know that creating diverse teams is the most fundamental component to our success and this success can only be achieved by a collective of people with different backgrounds, experiences, personalities, talents, ideas and opinions.

We hire fantastic, innovative team players - if that sounds like you, you will find a home at ProFinda