Head of Support (PK)

Who is ISB Global? ISB Global was founded in 1999 and is headquartered in London. We have offices in South Africa, Pakistan, and North America, with a great team also working in Portugal. ISB is proud to be very multi-cultural and ‘Global’ in its thinking and approach. We are passionate about the environment, working to enhance the Circular Economy, and Reduce Green House Gas Emissions. What do we do? ISB Global is a software development and consulting house, offering the world’s most advanced Environmental, Waste Management, and Recycling software. ISB has three key pillars in its business, OutSystems, SAP, and AWS (Amazon Webservices). We are partners, and resellers and offer services in each. Position Overview: We are seeking a dynamic and experienced Head of Support to lead and manage our team. The ideal candidate will have a strong background in customer service, excellent leadership skills, and a passion for ensuring customer satisfaction. The Head of Support will be responsible for developing and implementing support strategies, overseeing daily operations, and fostering a customer-centric culture within the team. Key Responsibilities:

1. Setting strategy to meet the growing demands across the support teams (Internal and External)
2. Develop and implement support strategies to enhance customer satisfaction and retention.
3. Oversee the quality, efficiency, and effectiveness of the support function in the organization.
4. Take accountability for service delivery, meeting customer expectations and driving future demand.
5. Provide accurate and regular reports through the use of OKR/KPIs which can drive forward opportunities for improvement.
6. Lead, mentor, and manage the team to achieve and exceed performance targets.
7. Manage the support staff, set the goals and strategies for the support department, and communicate with other stakeholders to ensure customer satisfaction and retention.
8. Work with account managers to support the growth of our customers.
9. Responsible for customer satisfaction during implementation and project work.
10. Conduct regular performance reviews and provide coaching and development opportunities for team members.
11. Ensure the delivery of high-quality support services to customers through various channels (phone, email, chat, etc.).
12. Monitor and analyze customer feedback and support metrics to identify areas for improvement.
13. Implement processes and technologies to improve efficiency and effectiveness of the support team.
14. Oversee daily operations of the support team, ensuring timely and effective resolution of customer inquiries and issues ensuring SLAs are met.
15. Develop and maintain support documentation, including FAQs, knowledge bases, and training materials.
16. Collaborate with other departments to ensure seamless customer experiences.
17. Develop and implement long-term strategies for scaling and improving the support function.
18. Act as the primary point of contact for escalated customer issues and complaints.
19. Communicate support performance and insights to senior management and other stakeholders.
20. Foster strong relationships with key customers and partners to ensure satisfaction and loyalty.

1. Bachelor’s degree in Business, Management, or a related field. Master’s degree preferred.
2. Proven experience in a senior customer support or service management role.
3. Strong leadership and team management skills, with a track record of developing high-performing teams.
4. Excellent communication, interpersonal, and problem-solving skills.
5. Ability to analyze data and metrics to drive decision-making and improvements.
6. Familiarity with customer support software and tools.
7. Customer-focused mindset with a passion for delivering exceptional service.
8. International management experience for 5 years +.

1. Leadership: Ability to inspire and lead a team to achieve common goals.
2. Customer Focus: Commitment to understanding and meeting the needs of customers.
3. Communication: Excellent verbal and written communication skills.
4. Problem-Solving: Strong analytical skills to identify and resolve issues effectively.
5. Strategic Thinking: Ability to develop and implement long-term strategies for success.