Jaka Lounge is supporting our client, a dynamic, global software provider of business workflow and content-management tools. They pride themselves on delivering outstanding user experiences through continuous product innovation and exceptional customer service.
Key Responsibilities
- Oversee all customer-facing support channels and continuously refine processes to maximize efficiency (e.g., minimize time to first reply, replies per resolution, and effort per ticket).
- Systematize and organize support flows across products, user tiers, categories, and priorities to ensure scalable operations and prevent bottlenecks.
- Develop and enforce customer-first ticket scripts and procedures.
- Monitor overall customer satisfaction by collecting feedback, maintaining high ratings, and addressing issues proactively.
- Manage the support task board to effectively prioritize, assign, and track tickets, ensuring timely resolution and resource optimization.
- Establish and lead incident response processes.
- Provide backup on frontline and pre-purchase inquiries during peak periods.
- Maintain user-facing help resources to boost self-service and reduce support load.
- Update internal SOPs and playbooks to ensure consistency and excellence.
- Track and analyze support and community data to uncover trends, inform product enhancements, and recommend process improvements.
- Handle refund requests and escalations in line with policy, and partner with cross-functional teams to address root causes.
- Conduct regular quality reviews and performance audits, set and monitor KPIs, and identify opportunities for automation and optimization.
- Lead and coach the support team: design onboarding programs, deliver training and workshops, and conduct performance reviews.
- Collaborate with Product, Sales, and Marketing to translate customer insights into documentation updates, product roadmaps, and strategic initiatives.
Requirements
- Bachelor’s or Master’s degree.
- 2+ years of experience building and managing multi-channel support operations in a high-growth SaaS, WordPress or similar environment.
- Proven track record of establishing support metrics, dashboards, and continuous improvement initiatives.
- Strong process-design expertise: capable of architecting support systems, SOPs, and knowledge bases from scratch.
- Exceptional analytical skills: comfortable interpreting trends, identifying root causes, and recommending data-backed solutions.
- Demonstrated leadership in coaching teams, conducting performance reviews, and fostering a culture of ownership and excellence.
- Customer-centric mindset with a focus on efficiency, quality, and resilience under pressure.
- Nice to Have: experience with quality certifications (e.g., ISO, SOC) or developing in-product help ecosystems.
What You Can Expect
- A dynamic, entrepreneurial environment that values your input.
- Hybrid work flexibility and a strong focus on work/life balance.
- Professional growth opportunities.
- A supportive culture with an emphasis on wellbeing and continuous learning.
Sounds good? We look forward to hearing from you! Please send your CV and a brief cover note outlining your most relevant achievements.