Head of Customer Support

Presentail is looking for a Head of Customer Support to join our Achrafieh office.

Requirements:

• Proven work experience in customer support management or a similar role.
• Strong leadership skills and the ability to manage a team effectively.
• Excellent communication and problem-solving skills.
• Ability to work under pressure and handle challenging situations with professionalism.
• Familiarity with customer support software and tools.
• Bachelor's degree in business administration or a related field.

Responsibilities:

• Lead and manage a team of customer support representatives.
• Set customer service goals and KPIs and ensure they are met.
• Develop and implement customer support policies and procedures.
• Monitor customer interactions and provide feedback to team members.
• Handle escalated customer complaints and issues.
• Collaborate with other departments to improve the overall customer experience.
• Stay up-to-date on industry best practices and trends in customer support.
• Analyze customer feedback and data to identify areas for improvement.
• Provide regular reports and updates to senior management.