Head of Customer Support

1 week ago

Vasa Kellakiou, Limassol, Cyprus Uspio Full time

Responsibilities

  • Personally handle client inquiries to maintain a high level of service.
  • Ensure timely and high-quality resolution of customer requests.
  • Manage and escalate non-standard or complex customer issues requiring special attention.
  • Monitor ticket volume and content to identify recurring client issues.
  • Analyze and track team KPIs (SLA, FRT, FCR, CSAT).
  • Maintain and continuously improve high performance standards across the team.
  • Create and maintain work schedules to ensure 24/7 support coverage.
  • Lead and coordinate the daily operations of the Support teams.
  • Provide regular feedback, coaching, and motivation to team members.
  • Participate in recruitment by interviewing and evaluating potential support team members.
  • Onboard and train new employees, ensuring they are well-integrated and up to speed.
  • Organize ongoing training and knowledge-sharing sessions for team development.
  • Keep the knowledge base up to date with accurate and comprehensive information.
  • Ensure team members have easy access to tools and resources for handling client issues efficiently.
  • Prepare detailed reports for management on team performance and key support metrics.
  • Analyze customer service data to identify trends and predict future support needs.
  • Suggest and implement improvements based on data insights and customer feedback.
  • Manage escalated customer complaints with a calm, solution-oriented approach.
  • Act as the go-to person for resolving sensitive or high-priority issues.

Requirements

  • 1–2 years of experience in customer support.
  • Experience as a senior support agent or team lead is preferred.
  • Ability to manage team schedules and distribute workloads efficiently.
  • Proven experience overseeing team performance and providing constructive feedback.
  • Proficient in ticketing systems (e.g., Freshdesk, Zendesk, Jira).
  • Familiarity with maintaining and managing knowledge base platforms.
  • Excellent verbal and written communication in English (additional languages are a plus).
  • Ability to maintain a professional tone, even in challenging situations.
  • Comfortable working with metrics like SLA, First Response Time (FRT), and First Contact Resolution (FCR).
  • Strong problem-solving and decision-making skills under pressure.
  • Excellent time management and task prioritization.
  • Confident computer user with a solid grasp of office tools; basic technical understanding is a plus.

We offer

  • Official employment and support for a work visa
  • Opportunities for professional growth
  • Friendly work environment
  • Flexible start to the workday

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