Head of Customer Support

5 mesi fa

Provincia di Latina Lazio, Italia Able A tempo pieno

**Overview**

Able is a purpose-driven company focused on making the overall population fitter, healthier, and happier by providing a 360-degree personalized approach to weight care for tens of thousands of people worldwide.
We are customer-obsessed, authentic, and super pumped to create innovative tech solutions that are accessible and will impact and improve the lives of our customers.

**Able**

Able is different.
It provides a science-backed, comprehensive program personalized to users' biology and lifestyle and supported by 1-on-1 coaching. It's the safest and most effective way to improve metabolic health and achieve sustained weight care.

**The team**

You will be joining a strong team of >70 people with high talent density who enjoy working in our fast-paced, 100%-remote environment. Our team is fully international and passionate about building the future of health and weight care for our customers.

**About the role**

We are seeking a highly skilled and motivated individual to join our company as the Head of Customer Support Department. As the Head of Support, you will play a critical role in ensuring the success of our customer support operations. You will be responsible for managing a team of support agents, implementing efficient support processes, and driving customer satisfaction to new heights.

**What you'll do**
- Develop and implement support strategies: Analyze customer support trends, identify areas for improvement, and develop strategies to enhance customer satisfaction and efficiency.
- Monitor and improve support metrics: Establish key performance indicators (KPIs) for the support team and regularly track, analyze, and report on metrics such as response time, first-contact resolution, customer satisfaction, and agent productivity. Identify areas for improvement and implement measures to optimize performance.
- Automation and chatbot implementation: Leverage your technical skills to automate support processes and implement chatbots to improve response time, accuracy, and efficiency.
- Manage and lead a support team: Provide guidance, mentorship, and training to the team Leader and Senior Agents and Tier 1 agents when needed to ensure they deliver exceptional customer service and meet performance goals.

**About you**
- Technical proficiency: Possess a strong technical background, with the ability to understand and troubleshoot complex software and hardware issues. Experience with automation tools and chatbot platforms is required.
- Results driven: Provide evidence of successfully meeting or exceeding key performance indicators in previous support leadership roles. Showcase your ability to drive improvements in response time, customer satisfaction, first-contact resolution, and other relevant metrics through effective strategies and process enhancements.
- Leadership skills: Proven experience in managing and leading a support team, with the ability to motivate, mentor, and guide individuals towards achieving goals.
- Analytical mindset: Strong analytical and problem-solving skills, with the ability to use data to drive decision-making and process improvements.
- Excellent communication: Exceptional written and verbal communication skills, with the ability to effectively communicate technical concepts to both technical and non-technical audiences.
- Adaptability and agility: Thrive in a fast-paced, dynamic environment and embrace change with a positive attitude. Able to prioritize and manage multiple projects simultaneously.

**Benefits**
- Flexible, remote working environment: Enjoy the freedom to work from anywhere at any time, providing a better work-life balance.
- Unlimited PTO: Take time off whenever you need it, promoting personal well-being and allowing for optimal work rejuvenation.

**Life at Able**

By joining Able, you’ll become part of a team that picks each other up, collaborates daily, and works hard, fast, and smart because they’re motivated and passionate about being the best in the industry. We thrive on innovation, we push the boundaries, and we’re proud of the work we do that really helps thousands of people live happier and healthier lives

**Equality**

All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.

Li-Remote

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