Head of Customer Support

Alohi SA, headquartered in Geneva, Switzerland, brings together a team of highly competent engineers who focus on merging state-of-the-art technologies with compelling user experience to simplify and enhance life for companies and people worldwide. The company provides SIGN.PLUS (a legally binding electronic signature) and FAX.PLUS (online faxing) services to over 3,000,000 customers worldwide.

At Alohi, we began our journey with an initial seed investment from Fongit “Fondation Genevoise pour l’Innovation Technologique” which is backed by the state of Geneva. But instead of relying on external funding to fuel our growth, we’ve chosen to bootstrap our way to success. This approach has allowed us to prioritize our customers and build products that truly meet their needs, without being beholden to outside investors. By remaining financially independent, we’ve been able to maintain our autonomy and agility, which have been key factors in our ability to innovate and stay ahead of the curve.

Job Description

For this on-site position at our Geneva office, we are seeking a dynamic and innovative Head of Customer Support to lead the team. As the Head of Customer Support, you will be responsible for creating and implementing cutting-edge strategies to ensure outstanding customer service for our clients.

You will use your technical expertise and result-driven leadership skills to establish ambitious goals for the team and implement policies and procedures to achieve them. In addition, you will stay up-to-date with the latest market trends and new product releases and keep the team informed.

To excel in this role, you must have a track record of success in a customer support management position, demonstrate exceptional leadership and interpersonal skills, possess outstanding communication abilities, and be a mentor and role model to your team. You will also be adept at leveraging innovative CRM tools and automated workflows, including any relevant integrations, to deliver superior customer service.

Responsibilities

• Continuously monitor and improve the team's performance by tracking key performance indicators (KPIs) and enhancing customer satisfaction (CSAT) metrics.
• Demonstrate a personal and empathetic approach in all customer communications, while maintaining a human touch and showing deep care for our customers.
• Develop and maintain comprehensive company and customer support policies and procedures.
• Partner with the product team to understand and advocate for customer needs, influencing feature and product development priorities.
• Identify gaps in our knowledge base and update resources (help centre, blog, videos) to improve the customer experience.
• Grow existing relationships with customers and maintain accurate and up-to-date customer records.
• Conduct demos and calls with customers whenever necessary to ensure their satisfaction with our products or services.
• Prioritize and escalate critical issues that impact customer satisfaction and business operations.
• Ensure that the customer support team is trained to identify and document software bugs effectively.
• Generate feedback loops to verify that resolved bugs meet customer expectations and to gather insights for future product improvements.
• Optimize the customer support experience by automating processes and integrating new tools.
• Work closely with the marketing and product teams to ensure a smooth client onboarding process.
• Gather customer feedback and communicate it to the product team.
• Regularly update the team on product changes, company procedures, and relevant industry trends to ensure alignment and knowledge sharing.
• Continuously benchmark the industry, keep up with the latest technology and best practices, and ensure that we stay ahead of the curve.
• Interview, hire, and onboard new members to the customer support team, fostering a collaborative and productive work environment.
• Create regular reports (weekly, monthly, and quarterly) to analyze the team's performance and provide performance evaluations to team members.

Requirements

• Bachelor’s degree in Business Administration or relevant field
• Fluency in English (proficient to native)
• Experience using Zendesk, Jira, and Confluence
• Tech-oriented, quickly identifying the root cause of issues, suggesting interim workarounds, and always seeking ways to improve our systems
• Outstanding overall communication skills, both written and spoken
• Proactive and practical approach and the willingness to engage directly in tasks and projects; being hands-on is crucial
• Excellent organizational skills and a data-driven mindset
• Experience handling enterprise-level accounts
• Strong business sense and industry expertise
• Excellent mentoring, coaching, and people management skills
• Creative thinking - uncovering any potential opportunities
• Successful previous experience as a customer support manager, consistently meeting or exceeding targets

Last updated on Dec 1, 2023