Head of Customer Support

1 week ago

Singapore TYRADS Full time

**Job Title**: Head of Customer Support
**Location**: Remote
**Reports To**: Chief Operating Officer (COO)

## **About the Role**:
**Key Responsibilities**:
**Manage Customer Support Operations**:

- Oversee Intercom and agency ticket management for O&O and SDK.
- Handle external support requests from publishers.
- Communicate effectively with publishers regarding CS-related concerns.
- Ensure the team meets SLA (Service Level Agreement) targets.

**B2B Partner Engagement**:

- Act as the primary point of contact for B2B partners regarding customer support-related issues.
- Collaborate with partners to understand their needs and provide tailored support solutions.
- Conduct regular check-ins with partners to ensure satisfaction and identify areas for improvement.

**Team Leadership**:

- Lead, mentor, and support the CS team through product development phases.
- Oversee onboarding and training for new team members.
- Set and maintain team KPIs.
- Create a collaborative environment to achieve shared company goals.

**Process Improvement**:

- Continuously enhance the quality of customer support services.
- Implement strategies to improve customer experiences.
- Develop innovative solutions to align the CS department with business goals.

**Qualifications**:
**Must-Haves**:

- Experience with Intercom.
- Proficiency in SQL.
- Strong problem-solving skills and a commitment to going above and beyond.
- Excellent communication and presentation skills in English.
- Ability to maintain composure in high-pressure situations.
- Proven track record of managing and developing a customer support team.

**Nice-to-Haves**:

- Customer support experience in the gaming or rewarded app industry.

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