Head of Technical Support

hace 6 días

Lima, Perú TechBiz Global GmbH A tiempo completo

At TechBiz Global, we are providing recruitment service to our TOP clients from our portfolio. We are currently seeking a Head of Technical Support to join one of our **clients**' teams. If you're looking for an exciting opportunity to grow in a innovative environment, this could be the perfect fit for you.

This role is central to delivering a seamless and high-quality customer experience across all touchpoints. You will manage global support teams, drive operational excellence, and implement a strategic vision for scalable, data-driven, and customer-obsessed support services—including a robust self-service infrastructure.

**Key Responsibilities**:

- **
Strategic Leadership**: Develop and execute a global support strategy aligned with business goals.
- ** Global Technical Support Delivery**: Ensure a consistent and high-quality customer support experience across all regions.
- ** Team Leadership**: Build, lead, and inspire high-performing global technical support teams with a culture of excellence and customer obsession.
- ** Customer Experience**: Drive customer satisfaction, retention, and loyalty through world-class technical support.
- ** Operational Excellence**: Oversee day-to-day operations, ensuring compliance with SLAs, KPIs, and support quality standards.
- ** Process Improvement**: Continuously optimize workflows and support processes using tools like **Zendesk**, **Jira**, **Klaus**, and **Workforce Management** platforms.
- ** Data-Driven Decision Making**: Leverage support data and analytics to measure performance, identify trends, and guide operational improvements.
- ** Technology Adoption**: Utilize cutting-edge tools and systems to enhance support efficiency and customer experience.
- ** Self-Service Strategy**: Design and implement an effective Level 1 self-serve solution using the knowledge base and chatbot system; analyze usage data to optimize content.
- ** Cross-Functional Collaboration**: Partner with Product, Engineering, and other departments to address customer needs and improve the product experience.
- ** Performance Management**: Define and monitor KPIs to evaluate team and individual performance and support continuous development.
**What We Offer**:

- Competitive compensation and benefits package
- Leadership role in a global, forward-thinking company
- Collaborative and innovative work environment
- Opportunities for growth and professional development
- Proven leadership experience in a **global technical support** or **technical operations** role.
- Strong knowledge of support methodologies, customer service principles, and operational best practices.
- Experience with help desk and CRM systems, especially **Zendesk**.
- Solid technical background with understanding of relevant systems and platforms.
- Excellent communication, interpersonal, and decision-making skills.
- Strong analytical skills with a data-driven mindset.
- Passion for delivering exceptional customer support.
- Fluency in **English**; fluency in additional languages is a plus.

  • Head of Finance

    hace 2 semanas

    Lima, Perú Impact Talent A tiempo completo

    Head of Finance - Shipping Line - Peru This is an exciting opportunity for a dynamic and experienced Head of Finance to work for a leading international shipping business. As the Head of Finance, you will be responsible for the effective financial management, control, reporting, and tax compliance of the business in Peru. This is an exciting opportunity...

  • Technical Support, Warranty

    hace 20 horas

    Lima, Perú OMODA & JAECOO Perú A tiempo completo

    OMODA|JAECCO Peru, part of the Chery Group, is seeking aTechnical Support, Warranty & Quality Specialistto support our aftersales operations in Peru. This role focuses on assisting dealers with technical issues, managing warranty cases, and improving service and product quality in close coordination with local teams and HQ.Location:Lima, PeruWork...

  • Technical Support Engineer

    hace 2 semanas

    Lima, Perú Avantra A tiempo completo

    We are looking for an experienced Level 2 Support person to join our team. You will be working in a team of technical support people, responding to incoming support tickets from customers. You will be working with the development and product teams to assign tickets to the appropriate people or teams and will monitor the performance of the tickets inline with...

  • Technical Support Specialist

    hace 6 días

    Lima, Perú Evercam A tiempo completo

    This is a remote position. Evercam increases construction productivity by improving project visibility and team communications. To do this, we build tools that capture the big picture, surface the relevant details, and encourage collaboration. In short, we’re here to be useful. Founded in 2010, Evercam has now grown to a team of 100+ staff in over 10...

  • Remote Technical Support

    hace 1 semana

    Lima, Perú Kyndryl A tiempo completo

    Who We AreAt Kyndryl, we design, build, manage and modernize the mission-critical technology systems that the world depends on every day. So why work at Kyndryl? We are always moving forward – always pushing ourselves to go further in our efforts to build a more equitable, inclusive world for our employees, our customers and our communities.The RoleAre you...

  • Head of Year

    hace 4 semanas

    Lima Metropolitana, Perú Markham college A tiempo completo

    Head of Content No detailed responsibilities are provided for this role. Head of Operations No detailed responsibilities are provided for this role. Head of Year – Primary Primary School Department Primary School Area Job Details: Head of Year – Primary Markham College is an Equal Opportunity Employer and is committed to safeguarding and promoting the...

  • Head of Customer Success

    hace 4 días

    Lima, Perú Pro Coffee Gear A tiempo completo

    Job Title: Head of Customer Success Location: Remote (Global)Company: Pro Coffee Gear Pro Coffee Gear is a rapidly growing e-commerce company at the forefront of the coffee equipment industry. We are seeking an experienced and proactive Head of Customer Success to lead and evolve our global customer experience function. This strategic role is essential...

  • Head of Product

    hace 2 semanas

    Lima Metropolitana, Perú Genies A tiempo completo

    Join to apply for the Head of Product role at Genies Join to apply for the Head of Product role at Genies Get AI-powered advice on this job and more exclusive features. Genies is an avatar technology company powering the next era of interactive digital identity through AI companions. With the Avatar Framework and intuitive creation tools, Genies enables...

  • Head of Customer Success

    hace 1 semana

    Lima, Perú Pro Coffee Gear A tiempo completo

    Job Title: Head of Customer SuccessLocation: Remote (Global)Company: Pro Coffee GearPro Coffee Gear is a rapidly growing e-commerce company at the forefront of the coffee equipment industry. We are seeking an experienced and proactive Head of Customer Success to lead and evolve our global customer experience function. This strategic role is essential to...

  • Head of Customer Success

    hace 19 horas

    Lima, Perú Pro Coffee Gear A tiempo completo

    Job Title: Head of Customer Success Location: Remote (Global)Company: Pro Coffee Gear Pro Coffee Gear is a rapidly growing e-commerce company at the forefront of the coffee equipment industry. We are seeking an experienced and proactive Head of Customer Success to lead and evolve our global customer experience function. This strategic role is essential...