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.