Head of Customer Support
Matific
Colombo

Head of Customer Support at Matific

Applications are invited for all candidates to fill the Head of Customer Support Job Opening at Matific

Closing Date : 25/02/2022

The Role:
 
Matific is looking for a Head of Customer Support to lead our global support team. The role will be based in Colombo Sri Lanka. You will lead, optimise and build an international support team to proactively help our customers have amazing experiences on the Matific platform.
 
Responsibilities:

• Lead & Manage the Customer support team, build and follow support KPI's.
• Define, Implement and optimise processes within the support function.
• Recruit and train a global support team that has a great understanding of the product and can troubleshoot customer problems with ease.
• Own the customer facing Help Centre & all support tools.
• Plan and deliver training to staff and customers
• Take ownership of high value support tickets where required and drive them to resolution
• Create and maintain channels of communication between customers, product and the technical teams. Influence the product roadmap with a data-driven & heuristic approach to what will make a difference for our customers.

 
Requirements:

• Customer oriented - foreseeing the needs of our customers, and ensuring that our product will be used in the optimal way.
• Excellent English both spoken & written
• Highly technical with a deep understanding of networking, IT security & other elements
• An ability to multitask across multiple projects and prioritize in a fast paced environment.
• Experience with Salesforce Service Cloud - a big plus.

 
Benefits:

• A business with a strong purpose, to provide quality education to children everywhere
• A fast and exciting scale-up environment
• Edtech is a booming industry
• Work closely alongside seasoned successful entrepreneurs
• Opportunity to innovate and challenge the status quo
• Great remuneration

Apply now : https://bit.ly/3rU4ZVQ