Head of Support

Let's shape the future of recruitment together!Teamtailor is an Employer Branding and an ATS SaaS platform used by over 12 000 companies, with 200,000+ users in 92 countries worldwide. Working at Teamtailor means being a part of a dynamic, international, and fast-paced tech company that provides an ideal environment for those who aspire to make a real impact on an organization's growth and eagerly embrace responsibilities. It's also about having a lot of fun 🥳We are now looking for a Head of Support, to join our team for an interim position and cover for our Head of Support’s parental leave. The Head of Support will be responsible to lead and develop our amazing Customer Support team.Your responsibilitiesAs our Head of Support, you will be responsible for overseeing all aspects of our Customer Support departments, in alignment with Teamtailor’s fundamental strategic goals: happy team, happy users, and growth.We think this can be defined as:Directly manage a team of around 6 team managers.Monitor Customer Support metrics and KPIs, analyze data to identify trends and areas for improvement, and implement strategies to enhance customer satisfaction and retention.Actively work and collaborate with team members to ensure high employee and user satisfaction, and lead/motivate the team to success.Support the support as we keep delivering world-class supportMonitor and manage team performance and delivery, ensuring a high level of service quality to our customers.Collaborate with cross-functional teams to address customer needs and improve the overall customer and employee experience.Our requirementsProven experience in leading a Support team, with a track record of successfully leading teams and achieving targets.Strong leadership and communication skills, with the ability to motivate and inspire team members to deliver outstanding customer service.Excellent problem-solving and decision-making abilities, with a customer-centric mindset.Flexibility to adapt to changing priorities and work in a fast-paced environment.Likes the mix between operational and strategic types of work.Is fluent in English, both written and spoken.This is a temporary contract for at least 12 months, but for the right person there might be options for a permanent role!About the Support teamOur Support team is truly the real heroes of the company. We take a lot of pride in delivering exceptional customer support and ensuring that customer satisfaction is at the heart of everything we do. The team consists of 50+ team members across several location and provides our users with a 24/5 support in 8 different languages. Besides the dedicated Support Agents, the support organization also consists of Team managers, Specialists, and Technical Support. All in all, a great bunch of people with the main purpose to wow our users!Help Us Build a World-Class ATS Customer Support ExperienceWe believe every interaction matters – for our customers and our team members. If you are committed to excellence, people-first management, and scaling customer happiness, we want to hear from you.Keen to make a difference? Apply today with your CV and tell us why you're ready to lead Support at Teamtailor!Teamtailor – Where support, technology, and people come together to shape the future of work.