Head of Technical Support
- Remote
- Aachen, Nordrhein-Westfalen, Germany
- Abu Dhabi, Abu Dhabi, United Arab Emirates
- Alkmaar, Noord-Holland, Netherlands
- Almaty, Almaty, Kazakhstan
- Amsterdam, Noord-Holland, Netherlands
- Athens, Attikí, Greece
- Augsburg, Bayern, Germany
- Austin, Texas, United States
- Bad Homburg, Hessen, Germany
- Baden-Baden, Baden-Württemberg, Germany
- Baku, Baku, Azerbaijan
- Luxembourg, Luxembourg, Belgium
- Belgrade, Beograd, Serbia
- Bergisch Gladbach, Nordrhein-Westfalen, Germany
- Berlin, Berlin, Germany
- Bernau, Brandenburg, Germany
- Bielefeld, Nordrhein-Westfalen, Germany
- Birmingham, England, United Kingdom
- Bishkek, Bishkek Shaary, Kyrgyzstan
- Boston, Massachusetts, United States
- Bramsche, Niedersachsen, Germany
- Bratislavskiy, Bratislavský kraj, Slovakia
- Bryanston, Gauteng, South Africa
- Bucuresti, București, Romania
- Budapest, Budapest, Hungary
- Buenos Aires, Buenos Aires, Argentina
- Cairo, Al Qāhirah, Egypt
- Cape Town, Western Cape, South Africa
- Chemnitz, Sachsen, Germany
- Santiago, Región Metropolitana de Santiago, Chile
- Beijing, Beijing Shi, China
- Chișinău, Chișinău, Moldova, Republic of
- Bogota, Distrito Capital de Bogotá, Colombia
- Colombo, Western Province, Sri Lanka
- Copenhagen, Hovedstaden, Denmark
- Darmstadt, Hessen, Germany
- Dresden, Sachsen, Germany
- Dresden, Sachsen, Germany
- Dubai, Dubai, United Arab Emirates
- Dublin, Leinster, Ireland
- Düsseldorf, Rheinland-Pfalz, Germany
- Emmen, Luzern, Switzerland
- London, England, United Kingdom
- Erevan, Erevan, Armenia
- Erevan, Erevan, Armenia
- Essen, Nordrhein-Westfalen, Germany
- Helsinki, Uusimaa, Finland
- Frankfurt, Hessen, Germany
- Freiburg, Baden-Württemberg, Germany
- Geoergsmarienhütte, Niedersachsen, Germany
- Görlizt, Sachsen, Germany
- Göttingen, Niedersachsen, Germany
- Greifswald, Mecklenburg-Vorpommern, Germany
- Guatemala, Guatemala, Guatemala
- Halle, Sachsen-Anhalt, Germany
- Hamburg, Hamburg, Germany
- Hannover, Niedersachsen, Germany
- Heinsberg, Nordrhein-Westfalen, Germany
- Ho Chi Minh, Thanh Hóa, Vietnam
- Hong Kong, Anhui Sheng, China
- Jakarta, Jakarta Raya, Indonesia
- Tokyo, Tokyo, Japan
- Jerusalem, Yerushalayim, Israel
- Johannesburg, Gauteng, South Africa
- Karlsruhe, Baden-Württemberg, Germany
- Kiel, Schleswig-Holstein, Germany
- Kirkland, Washington, United States
- Koln, Nordrhein-Westfalen, Germany
- Krakow, Podlaskie, Poland
- Kyiv, Kyiv, Ukraine
- Lagos, Lagos, Nigeria
- Lebanon, Aakkâr, Lebanon
- Leipzig, Sachsen, Germany
- Leverkusen , Nordrhein-Westfalen, Germany
- Lima, Lima, Peru
- Limassol, Lemesos, Cyprus
- Lingen, Niedersachsen, Germany
- Vilnius, Vilniaus apskritis, Lithuania
- Ljubljana, Ljubljana, Slovenia
- London, England, United Kingdom
- Madrid, Comunidad de Madrid, Spain
- Magdeburg, Sachsen-Anhalt, Germany
- Kuala Lumpur, Wilayah Persekutuan Kuala Lumpur, Malaysia
- Città Vittoriosa, Attard, Malta
- Manchester, England, United Kingdom
- Melbourne, Australian Capital Territory, Australia
- Mexico City, Ciudad de México, Mexico
- Montevideo, Montevideo, Uruguay
- Morocco, Tanger-Tétouan-Al Hoceïma, Morocco
- Munich, Bayern, Germany
- Münster, Nordrhein-Westfalen, Germany
- Münster, Nordrhein-Westfalen, Germany
- Neu-Ulm, Bayern, Germany
- Neuruppin, Brandenburg, Germany
- Neuss, Nordrhein-Westfalen, Germany
- New York, New York, United States
- Nicosia, Lefkosia, Cyprus
- Nuremberg, Bayern, Germany
- Osnabrück, Niedersachsen, Germany
- Paderborn, Nordrhein-Westfalen, Germany
- Panama, Panamá, Panama
- Paris, Île-de-France, France
- Manila, National Capital Region, Philippines
- Pilsen, Plzeňský kraj, Czechia
- Podgorica, Podgorica, Montenegro
- Poland, Mazowieckie, Poland
- Porto, Lisboa, Portugal
- Potsdam, Brandenburg, Germany
- Praha, Praha, Hlavní město, Czechia
- Quedlinburg, Sachsen-Anhalt, Germany
- Riga, Rīga, Latvia
- Rimbach, Hessen, Germany
- Riyadh, Riyadh Province, Saudi Arabia
- Rome, Lazio, Italy
- Rostock, Mecklenburg-Vorpommern, Germany
- Sambir, Lvivska oblast, Ukraine
- San Francisco, California, United States
- San Jose, California, United States
- São Paulo, São Paulo, Brazil
- San Salvador, San Salvador, El Salvador
- Schwerin, Mecklenburg-Vorpommern, Germany
- Aberdeen, Scotland, United Kingdom
- Seattle, Washington, United States
- Seoul-teukbyeolsi, Seoul-teukbyeolsi, Korea, Republic of
- Singapore, Central Singapore, Singapore
- Skopje, Centar, North Macedonia
- Sofia, Sofia, Bulgaria
- Stuttgart, Baden-Württemberg, Germany
- Sydney, Australian Capital Territory, Australia
- Tallinn, Harjumaa, Estonia
- Tashkent, Toshkent, Uzbekistan
- Tbilisi, Tbilisi, Georgia
- Tel Aviv, Tel Aviv, Israel
- Tel Aviv, Tel Aviv, Israel
- Bangkok, Krung Thep Maha Nakhon, Thailand
- Toronto, Ontario, Canada
- Toshkent, Toshkent, Uzbekistan
- Tunis, Tunis, Tunisia
- istanbul, İstanbul, Türkiye
- Ulm, Baden-Württemberg, Germany
- Varel, Niedersachsen, Germany
- Viechtach, Bayern, Germany
- Hà Nội, Hà Nội, Vietnam
- Richmond, Virginia, United States
- Wales, Wales, United Kingdom
- Warendorf, Nordrhein-Westfalen, Germany
- Warsaw, Warmińsko-Mazurskie, Poland
- Wien, Wien, Austria
- Wuppertal, Nordrhein-Westfalen, Germany
- Yangon, Yangon, Myanmar
- Zagreb, Zagrebačka županija, Croatia
- Zagreb, Grad Zagreb, Croatia
- Zürich, Zürich, Switzerland
+152 more
Job description
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
Job requirements
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.
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