The ideal candidate is passionate about personalized service playing a key role in expanding existing business and growing life-time value of customers. The candidate should have a proven track record of building and scaling the support department for any B2B enterprise SaaS organization. S/he should have a deep understanding of both on-premises and cloud-deployed customer support strategies.

The candidate will be managing and providing support services to Tookitaki’s on-premises and Cloud customers across traditional banks and fintechs globally. The individual will be leading an initial 7-member support team and will be responsible for meeting SLAs for production incidents, quick response & resolution wrt service requests and improved net promoter score (NPS)

Responsibilities:

• Leadership and Strategy: Lead the support team, setting strategic direction and driving the development and implementation of support frameworks that ensure exceptional service delivery.
• Process Development: Establish robust support processes and frameworks, ensuring efficient resolution of client inquiries and issues. Hands-on experience in creating and implementing support processes is essential.
• Team Development: Recruit, train, and mentor a high-performing support team capable of delivering 24/7 support across various time zones, ensuring continuous learning and development.
• Technical and Client Empathy: Demonstrate a strong technical understanding of our products and a deep empathy for client needs, ensuring the support team can provide knowledgeable and compassionate service.
• Cross-functional Collaboration: Work closely with product, engineering, sales, and implementation teams to ensure support insights are integrated into product development and client onboarding processes.
• Performance Metrics: Track key performance indicators like customer satisfaction, retention, loyalty, churn, resolution time, first contact resolution, and net promoter score to continually assess the effectiveness of the support team, implementing improvements as necessary.
• Cost Management: Plan and manage the budget and resources of the support function, such as staff, software, infra, and tools. They have to allocate and optimize the resources according to the needs and priorities of the support function, and ensure that they are used efficiently and effectively. They also have to track and report on the expenses and revenues of the support function, and justify any deviations or adjustments.

Requirements:

•        Bachelor’s degree in Computer Science, Information Technology, or a related field.

•        10+ years of experience in customer support/service roles within B2B enterprise SaaS organizations, with at least 7 years in a leadership position.

•        Demonstrated ability to lead and scale support teams, with a hands-on approach to process development and team management.

•        Strong technical acumen and ability to grasp complex software solutions. Must-have technical expertise on Apache Spark.

•        Exceptional communication and interpersonal skills, with the ability to articulate clearly and empathize with clients.

•        Experience in setting up and managing support services across different time zones.

•        Proven track record of improving customer satisfaction and support efficiency.

•        Familiarity with support software, ticketing systems, and CRM tools like Fresh service

•        Preferred: S/he has worked with AML or Fraud or Cybersecurity softwares