Head of Customer Support

Voyagu is a dynamic and innovative tech-enabled travel agency based in the US, focused on delivering exceptional air travel services to premium clients. With operational hubs in Mexico City and Warsaw, and a commitment to providing the best customer experience in the industry, we are poised for significant growth and transformation.

We are looking for a dynamic and hands-on Head of Customer Support who is a critical leadership role within our team. The ideal candidate will be responsible for designing, implementing, and refining support processes to enhance customer satisfaction and loyalty. This role requires a detail-oriented, process-driven individual who is deeply committed to customer-centric service. Extensive experience in international English-speaking companies targeting the U.S. market is a must, with a proven ability to adapt across various industries.

Key Responsibilities:

1. Leadership and Team Development:
   • Lead and mentor the customer support team to ensure high performance and exceptional service delivery.
   • Foster a positive and collaborative team culture, encouraging innovation and continuous improvement.
   • Develop training programs and professional development opportunities for team members.
2. Process Design and Optimization:
   • Design, implement, and continuously improve customer support processes to enhance efficiency and customer satisfaction.
   • Establish and track key metrics and KPIs to measure and drive support performance.
   • Maintain comprehensive documentation of support processes and policies.
3. Customer-Centric Approach:
   • Ensure all customer interactions reflect our commitment to outstanding, customer-centric service.
   • Serve as the voice of the customer within the organization, integrating customer feedback into service improvements and product development.
4. Operational Excellence:
   • Oversee daily support operations, ensuring timely and effective resolution of customer issues.
   • Implement and manage support tools and technologies to streamline workflows and enhance support capabilities.
   • Optimize support channels, including phone, email, chat, and social media, to ensure a seamless customer experience.
5. Quality Assurance and Continuous Improvement:
   • Develop and implement quality assurance programs to ensure consistent and excellent customer support.
   • Conduct regular reviews and audits of support interactions to identify areas for improvement and training needs.
6. Adaptability and Industry Knowledge:
   • Demonstrate adaptability by successfully transitioning across different industries.
   • Stay updated on industry trends and best practices to ensure our support operations are state-of-the-art.

Qualifications:

• Experience:
  • Extensive experience in a senior customer support or service management role.
  • Background in international English-speaking companies, particularly those targeting the U.S. market.
  • Proven ability to design and optimize support processes that enhance customer satisfaction.
  • Experience across multiple industries, demonstrating adaptability and learning capability.
• Skills:
  • Strong leadership and team management skills.
  • Excellent communication and interpersonal abilities.
  • Highly organized and detail-oriented, with a perfectionist approach to work.
  • Deep customer-centric mindset and passion for delivering exceptional support.
  • Proficiency with customer support software and tools.

Last updated on Aug 7, 2024