Head of Technical Support

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 cross-functional teams Excellent communication, interpersonal, and leadership skills Ability to work in a fast-paced, dynamic environment Strong problem-solving 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 purpose-driven 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.