Head of Customer Support
Jobbeschreibung
Plan-les-Ouates, Genf, Schweiz
Alohi
27.04.2024
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DescriptionAlohi SA, headquartered in Geneva, Switzerland, brings
together a team of highly competent engineers who focus on merging
state-of-the-art technologies with compelling user experience to
simplify and enhance life for companies and people worldwide. The
company provides SIGN.PLUS (a legally binding electronic signature)
and FAX.PLUS (online faxing) services to over 3,000,000 customers
worldwide.At Alohi, we began our journey with an initial seed
investment from Fongit “Fondation Genevoise pour l’Innovation
Technologique” which is backed by the state of Geneva. But instead of
relying on external funding to fuel our growth, we’ve chosen to
bootstrap our way to success. This approach has allowed us to
prioritize our customers and build products that truly meet their
needs, without being beholden to outside investors. By remaining
financially independent, we’ve been able to maintain our autonomy and
agility, which have been key factors in our ability to innovate and
stay ahead of the curve.Job DescriptionFor this on-site position at
our Geneva office, we are seeking a dynamic and innovative Head of
Customer Support to lead the team. As the Head of Customer Support,
you will be responsible for creating and implementing cutting-edge
strategies to ensure outstanding customer service for our clients.You
will use your technical expertise and result-driven leadership skills
to establish ambitious goals for the team and implement policies and
procedures to achieve them. In addition, you will stay up-to-date with
the latest market trends and new product releases and keep the team
informed.To excel in this role, you must have a track record of
success in a customer support management position, demonstrate
exceptional leadership and interpersonal skills, possess outstanding
communication abilities, and be a mentor and role model to your team.
You will also be adept at leveraging innovative CRM tools and
automated workflows, including any relevant integrations, to deliver
superior customer service. ResponsibilitiesContinuously monitor and
improve the team's performance by tracking key performance indicators
(KPIs) and enhancing customer satisfaction (CSAT) metrics.Demonstrate
a personal and empathetic approach in all customer communications,
while maintaining a human touch and showing deep care for our
customers.Develop and maintain comprehensive company and customer
support policies and procedures.Partner with the product team to
understand and advocate for customer needs, influencing feature and
product development priorities.Identify gaps in our knowledge base and
update resources (help centre, blog, videos) to improve the customer
experience.Grow existing relationships with customers and maintain
accurate and up-to-date customer records.Conduct demos and calls with
customers whenever necessary to ensure their satisfaction with our
products or services.Prioritize and escalate critical issues that
impact customer satisfaction and business operations.Ensure that the
customer support team is trained to identify and document software
bugs effectively.Generate feedback loops to verify that resolved bugs
meet customer expectations and to gather insights for future product
improvements.Optimize the customer support experience by automating
processes and integrating new tools.Work closely with the marketing
and product teams to ensure a smooth client onboarding process.Gather
customer feedback and communicate it to the product team.Regularly
update the team on product changes, company procedures, and relevant
industry trends to ensure alignment and knowledge sharing.Continuously
benchmark the industry, keep up with the latest technology and best
practices, and ensure that we stay ahead of the curve.Interview, hire,
and onboard new members to the customer support team, fostering a
collaborative and productive work environment.Create regular reports
(weekly, monthly, and quarterly) to analyze the team's performance and
provide performance evaluations to team members.RequirementsBachelor’s
degree in Business Administration or relevant fieldFluency in English
(proficient to native)Experience using Zendesk, Jira, and
ConfluenceTech-oriented, quickly identifying the root cause of issues,
suggesting interim workarounds, and always seeking ways to improve our
systemsOutstanding overall communication skills, both written and
spokenProactive and practical approach and the willingness to engage
directly in tasks and projects; being hands-on is crucialExcellent
organizational skills and a data-driven mindsetExperience handling
enterprise-level accounts Strong business sense and industry
expertiseExcellent mentoring, coaching, and people management
skillsCreative thinking - uncovering any potential
opportunitiesSuccessful previous experience as a customer support
manager, consistently meeting or exceeding targetsJob SummaryID:
813500A26EDepartment: Customer SuccessType: full time