We are looking for an experienced and strategic Head of Customer Support to lead and develop our global Customer Support function across Bolivia, United States, Romania and India.
You will be responsible for overseeing our Customer Support teams across multiple locations, managing and developing CS Managers and Supervisors, and ensuring consistent service quality and performance across the organization. This position is available in our Sibiu office.
Key Responsibilities
Leadership & Team Management
- Lead and manage the overall Customer Support function across all locations.
- Directly manage and support Customer Support Managers and Supervisors, providing guidance, coaching, and regular performance feedback.
- Establish clear objectives, expectations, and performance standards for CS leadership teams.
- Develop and maintain an effective Customer Support leadership and organizational structure across locations.
- Promote a culture of ownership, accountability, collaboration, and continuous improvement.
- Ensure effective communication and collaboration between Customer Support teams across different countries and time zones.
Customer Experience
- Ensure a consistent, high-quality customer experience across all Customer Support locations.
- Establish and maintain customer service standards, procedures, and quality expectations.
- Analyze customer feedback and identify recurring issues, trends, and opportunities for improvement.
- Oversee the management of escalated or sensitive customer issues when required.
- Work with other departments to address recurring customer problems and improve the overall customer journey.
Processes, Tools & Continuous Improvement
- Review and continuously improve Customer Support processes, workflows, and procedures.
- Identify opportunities to improve efficiency through automation, AI, self-service, knowledge bases, and other support tools.
- Ensure that support documentation, internal procedures, and knowledge resources are accurate and up to date.
- Identify differences in performance across locations and standardize or share best practices.
- Work closely with other departments to improve support tools and processes.
Workforce Planning & Operations
- Support workforce planning, scheduling, and capacity planning based on customer demand and business needs.
- Participate in planning for new teams, locations, products, or support channels.
- Work closely with HR on recruitment plans, organizational structure, and staffing needs.
- Ensure that Customer Support operations can scale effectively as the business grows.
Strategy & Organizational Development
- Develop and implement the Customer Support strategy in alignment with overall company objectives.
- Set annual and long-term goals for the Customer Support function and translate them into clear objectives for CS Managers and Supervisors.
- Identify training and development needs based on performance data, business requirements, and future organizational needs.
- Coach and develop CS Managers and Supervisors, helping them strengthen their leadership and management capabilities.
- Establish career paths and progression opportunities within Customer Support and support succession planning for key leadership positions.
- Lead strategic Customer Support initiatives and projects, including the introduction of new processes, technologies, support channels, or locations.
- Prepare and present regular performance updates, business insights, and recommendations to senior management.
Requirements
- 5+ years of experience in Customer Support, preferably in a high-volume contact center or multi-location environment.
- 3+ years of experience in a management or senior leadership role within Customer Support or a related function.
- Proven experience managing Managers, Supervisors, or multiple Customer Support teams.
- Experience managing teams across different locations, cultures, or time zones is strongly preferred.
- Strong understanding of Customer Support operations, KPIs, workforce planning, quality management, and customer experience.
- Strong analytical and problem-solving skills, with the ability to turn data into practical actions.
- Excellent spoken and written English.
- Strong leadership, coaching, communication, and interpersonal skills.
- Excellent organizational and project management skills.
- Ability to manage multiple priorities and make sound decisions in a fast-paced environment.
- Strong understanding of Customer Support technologies, CRM/helpdesk systems, reporting tools, and automation.
- Proactive mindset and a strong focus on continuous improvement.
- High level of accountability, ownership, and reliability.
- Ability to build strong working relationships with people across different departments, cultures, and locations.
- University degree or equivalent professional experience.
What We’re Looking For
The ideal candidate is someone who leads by example, develops strong leaders, uses data to make decisions, takes ownership, communicates clearly, and is always looking for practical ways to improve both the customer experience and the way our teams work.
Our Offer
- Fixed salary compensation
- Annual performance based bonus
- Recommendation bonus
- Maximum value meal tickets
- Extra vacation days offered for seniority in our company
- Wellhub partnership
- Medical benefits at MedLife
- Bookster subscription
- Exposure to an international environment
- Company sponsored events: training, conferences, team buildings and other benefits.