Job Description

Head of Customer Support
About the Role:
We are seeking a dynamic and experienced Head of Customer Support to lead and manage our customer support department. The successful candidate will be responsible for ensuring exceptional customer service, enhancing customer satisfaction, and driving continuous improvement in service delivery. This role requires a proactive leader who can effectively manage a team, implement innovative solutions, and foster cross-departmental collaboration.
Key Responsibilities:

• Team Leadership: Lead, mentor, and support a team of customer support agents to ensure the highest standards of service delivery.
• Customer Issue Resolution: Handle escalated inquiries and complex issues, ensuring prompt resolution to maintain customer trust and satisfaction.
• Performance Monitoring: Track and analyze key performance indicators (KPIs) such as response times, resolution rates, and customer satisfaction scores to identify areas for improvement.
• Process Optimization: Develop and refine customer support processes and procedures to enhance efficiency and improve the overall customer experience.
• Innovation: Identify and implement new tools and technologies to optimize the customer journey and improve service quality.
• Customer Insights: Analyze customer feedback and trends to develop strategies for enhancing support services.
• Reporting: Generate and present reports on customer support performance, including Net Promoter Score (NPS) and other relevant metrics.
• Training & Development: Oversee the training and development of the customer support team, ensuring they are equipped with the necessary skills and knowledge.
• Budget Management: Manage departmental budgets, including staffing, technology, and other resources required for effective service delivery.
• Cross-Functional Collaboration: Act as a liaison between the customer support team and other departments such as Marketing, IT, and Billing to drive improvements and resolve issues.
• Strategy Development: Contribute to the development and execution of long-term customer support strategies that align with business objectives.

Qualifications & Experience:

• BSc/BA in Business Administration, Marketing, or a related field.
• A degree in Medical Technology or Healthcare is advantageous.
• 2 to 3 years of experience in a supervisory or managerial role.
• Experience in the pathology or healthcare sector is advantageous.

Key Competencies & Skills:

• Strong leadership and team management skills.
• Excellent problem-solving and decision-making abilities.
• Strong analytical skills with the ability to track and interpret performance metrics.
• Ability to work under pressure and meet deadlines.
• Excellent communication and interpersonal skills, with the ability to engage effectively with stakeholders at all levels.
• Proficiency in relevant internal systems, including Laboratory Information System, D365, and Connex1.