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Head of Support Department @OnHires

[Hiring] Head of Support Department @OnHires

Mar 28, 2025 - OnHires is hiring a remote Head of Support Department. đź’¸ Salary: unspecified. đź“ŤLocation: Cyprus.

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Role Description

As Head of Support Department, you will be responsible for building and scaling our customer support operations to deliver exceptional service experiences. You will oversee all aspects of customer support, from team development and ticketing system management to self-service solutions and AI chatbot implementation. Your role will be crucial in establishing and maintaining high-quality support standards across all channels.

  • Team Building & Development
    • Establish support structure with a long-term vision for team expansion.
    • Recruit, train, and manage support agents.
    • Create and implement comprehensive training programs.
    • Foster a culture of continuous improvement and customer excellence.
  • Customer Support Operations
    • Act as the primary escalation point for complex client issues.
    • Define and monitor support team KPIs and metrics.
    • Collect and analyze customer feedback for service improvement.
    • Ensure consistent service quality across all support channels.
  • Technical Systems Management
    • Configure and optimize ZenDesk for efficient customer inquiry management.
    • Define and implement support workflows and automation.
    • Establish comprehensive reporting systems.
    • Integrate ticketing system with other operational tools.
  • Knowledge Management & Self-Service
    • Develop and maintain comprehensive Help Center documentation.
    • Implement and optimize AI chatbot solutions.
    • Create and maintain customer communication channels.
    • Monitor and improve self-service effectiveness.

Qualifications

  • 4+ years of experience in customer support within financial services (B2C).
  • Proven experience with ticketing systems, preferably ZenDesk.
  • Demonstrated expertise in AI Chatbot implementation and knowledge base management.
  • Strong leadership and organizational abilities.
  • Excellent communication skills.
  • Fluent English (C1 level required).
  • Additional languages are a significant advantage.
  • Experience in process optimization and team scaling.
  • Strong analytical and problem-solving skills.

Requirements

  • GMT +4 (±1 hour) timezone.
  • Preferably based in Cyprus.
  • Remote work possible from eligible countries.

Key Performance Indicators

  • Individual KPIs:
    • Team performance metrics.
    • Customer satisfaction rates.
    • Documentation quality and coverage.
    • Process improvement initiatives.
    • Escalation resolution time.
  • Team/Department KPIs:
    • First response time.
    • Resolution time.
    • Customer satisfaction score.
    • Self-service adoption rate.
    • Team productivity metrics.

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đź“Ť Be aware of the location restriction for this remote position: Cyprus
‼ Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more.
Back to Remote jobs  >   Customer Service
Head of Support Department @OnHires
Customer Service
Salary đź’¸ unspecified
Remote Location
Cyprus
Job Type unspecified
Posted Mar 28, 2025
Apply for this position Unlock 54,398 Remote Jobs
️
đź“Ť Be aware of the location restriction for this remote position: Cyprus
‼ Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more.
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