Head of Support

This is an office-based role. Location: Almaty or willing to relocate for this position.

We are a fast-growing cloud contact center platform that serves customers from over 20 countries in different parts of the world and has already powered over 100M+ customer interactions. We put the user experience above everything else and we are driven by the passion to transform the legacy contact center space.

As the Head of Support, you will be the driving force behind our technical support strategy, leading a dedicated team to deliver outstanding service to our clients. You will be responsible for overseeing all support activities related to our platforms, software, and services, ensuring that customers receive timely, effective, and empathetic support. This role demands a balance of technical expertise, leadership skills, and a customer-centric approach to problem-solving.

Responsibilities:

• Leadership and Team Management: Lead, motivate, and manage the support team to achieve excellence in customer service. Foster a culture of continuous improvement, professional growth, and high performance.
• Strategy Development: Develop and implement a comprehensive support strategy that aligns with our business goals, enhances customer satisfaction, and drives operational efficiency.
• Service Excellence: Ensure the delivery of exceptional support services primarily within the e-mail communication channel. Monitor and evaluate service metrics to continually improve service levels.
• Technical Expertise: Serve as the highest level of technical escalation for complex issues related to platforms and contact center software. Work closely with the engineering and product teams to identify, troubleshoot, and resolve technical and operational challenges.
• Process Optimization: Continuously evaluate and improve support processes and tools to increase efficiency, effectiveness, and customer satisfaction. Implement best practices in incident management, knowledge management, and customer feedback loops.

Requirements:

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

• Minimum of 4 years of experience in customer support, with at least 2 years in a leadership role within the telecom, VoIP/telephony, or software industry.

• Strong technical background in VoIP technologies and/or contact center software.

• Proven track record of leading and scaling support teams to deliver exceptional customer service.

• Deep understanding of support center operations and technologies, including ticketing platforms, and communication tools.

• Ability to work under pressure, manage multiple priorities, and adapt to changing demands.

• Strategic thinker with a customer-first mentality and a commitment to continuous improvement.

• Excellent problem-solving, communication, and interpersonal skills.

We offer:

• Competitive compensation: Receive a competitive salary with the potential for annual bonuses based on your contributions.
• Collaborate with a diverse and talented team: Work alongside colleagues from around the world, bringing unique perspectives and cultural insights to your projects.
• Prioritize your well-being: Stay healthy with comprehensive health insurance, including dental coverage.
• Find your work style: Choose between a modern office environment or the flexibility of remote work.
• Work-life balance: Set a schedule that works for you with our flexible work arrangements.
• Grow your network, earn rewards: Recommend talented friends and get rewarded for successful hires.