Head of Technical Support

hace 2 semanas


Santiago de Chile TechBiz Global GmbH A tiempo completo

At TechBiz Global, we are providing recruitment service to our TOP clients from our portfolio. We are currently seeking a Head of Technical Support to join one of our **clients**' teams. If you're looking for an exciting opportunity to grow in a innovative environment, this could be the perfect fit for you.

This role is central to delivering a seamless and high-quality customer experience across all touchpoints. You will manage global support teams, drive operational excellence, and implement a strategic vision for scalable, data-driven, and customer-obsessed support services—including a robust self-service infrastructure.

**Key Responsibilities**:

- **
Strategic Leadership**: Develop and execute a global support strategy aligned with business goals.
- ** Global Technical Support Delivery**: Ensure a consistent and high-quality customer support experience across all regions.
- ** Team Leadership**: Build, lead, and inspire high-performing global technical support teams with a culture of excellence and customer obsession.
- ** Customer Experience**: Drive customer satisfaction, retention, and loyalty through world-class technical support.
- ** Operational Excellence**: Oversee day-to-day operations, ensuring compliance with SLAs, KPIs, and support quality standards.
- ** Process Improvement**: Continuously optimize workflows and support processes using tools like **Zendesk**, **Jira**, **Klaus**, and **Workforce Management** platforms.
- ** Data-Driven Decision Making**: Leverage support data and analytics to measure performance, identify trends, and guide operational improvements.
- ** Technology Adoption**: Utilize cutting-edge tools and systems to enhance support efficiency and customer experience.
- ** Self-Service Strategy**: Design and implement an effective Level 1 self-serve solution using the knowledge base and chatbot system; analyze usage data to optimize content.
- ** Cross-Functional Collaboration**: Partner with Product, Engineering, and other departments to address customer needs and improve the product experience.
- ** Performance Management**: Define and monitor KPIs to evaluate team and individual performance and support continuous development.
**What We Offer**:

- Competitive compensation and benefits package
- Leadership role in a global, forward-thinking company
- Collaborative and innovative work environment
- Opportunities for growth and professional development
- Proven leadership experience in a **global technical support** or **technical operations** role.
- Strong knowledge of support methodologies, customer service principles, and operational best practices.
- Experience with help desk and CRM systems, especially **Zendesk**.
- Solid technical background with understanding of relevant systems and platforms.
- Excellent communication, interpersonal, and decision-making skills.
- Strong analytical skills with a data-driven mindset.
- Passion for delivering exceptional customer support.
- Fluency in **English**; fluency in additional languages is a plus.



  • Santiago de Chile Skilled Wound Care A tiempo completo

    **Responsibilities**: - Resolve technical issues related to software, hardware, and systems, ensuring timely resolution and minimizing downtime. - Collaborate with departments, including clinical quality assurance, medical billers, and clinical liaisons, to deliver world-class support services and ensure customer satisfaction. - Maintain accurate and...

  • Head of Customer Success

    hace 2 semanas


    Santiago de Chile Canonical - Jobs A tiempo completo

    **Help our customers elevate their open source practice and success**: It is our mission to make enterprise-grade open-source available to every enterprise, entrepreneur or innovator. We create the world-renowned Ubuntu and a range of tools, impacting the lives of millions of people every day. We're looking for for a Global Head of Customer Success to...

  • Head of Product

    hace 3 semanas


    , Región Metropolitana de Santiago, Chile Global66 A tiempo completo

    Head of People Buscamos a un/a Head of People que quiera ser protagonista en la construcción de una cultura de alto rendimiento, colaboración y propósito.  El/la responsable de liderar la estrategia de recursos humanos, atracción y retención de talento, y desarrollar programas que fomenten una mentalidad de alto rendimiento y trabajo colaborativo....

  • Technical Support Analyst

    hace 2 semanas


    Santiago de Chile Clarivate A tiempo completo

    We are looking for an entry level **Technical Support Analyst** to join our global **Customer Care** team. This is an amazing opportunity to learn more about our products within Academia & Government. In this role, you would analyze and resolve complex software-related issues. The inner team consists of 9 people and is reporting to the Manager of Customer...


  • Santiago de Chile Oracle A tiempo completo

    Technical Analyst 2-Support-220002QT **Applicants are required to read, write, and speak the following languages**: English, Spanish **Preferred Qualifications** **Roles & Responsibilities**: - This position will be responsible for providing customers with the guidance and support needed throughout the full life cycle to ensure successful and most...


  • , Región Metropolitana de Santiago, Chile The Global Talent Co. A tiempo completo

    Technical Support Engineer Join to apply for the Technical Support Engineer role at The Global Talent Co. Full-time | Remote | LATAM | 4:00 pm - Midnight PST About Us At The Global Talent Co., we provide opportunities to work with leading innovative technology companies worldwide, offering stable employment, competitive compensation, career growth, and...


  • Santiago de Chile Uber A tiempo completo

    **About the Role** *** The Head of Automation and Analytics role is an outstanding opportunity to lead this vertical within the Latam Delivery business. Reporting to the Head of Central Operations, you will be responsible for leading the team, roadmap, tools and processes to help ensure that regional automation and analytical needs are met. Your team will...

  • Head of Data Science

    hace 1 día


    Santiago, Chile Robert Half A tiempo completo

    JOB REQUISITION Head of Data Science LOCATION SAN RAMON Robert Half is seeking a driven, creative, inquisitive, and focused Head of Data Science to join our team. This role will support Robert Half, lending technical knowledge and analytical expertise, helping develop products that drive the business forward. This role will lead a team of data...


  • , Región Metropolitana de Santiago, Chile Sovos A tiempo completo

    Build your future with Sovos. If you're seeking a career where innovation meets impact, you've come to the right place. As a global leader, Sovos is transforming tax compliance from a business requirement to a force for growth while revolutionizing how businesses navigate the ever-changing regulatory landscape. At Sovos, we're dedicated to more than just...


  • Santiago de Chile PagerDuty A tiempo completo

    **We are **interviewing** and onboarding 100% virtually at this time. PagerDuty is focused on inclusion and employee well-being by building a culture that isn't location specific and gives equal opportunity to everyone—regardless of where you are working. Unless your job requirements make it necessary to be in a company office, you may choose to work...