[Remote] Head of Customer Support
Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a portfolio intelligence platform used by hedge funds and asset managers to analyze performance and risk. The Head of Support will build and reputed company a world-class support organization, define exceptional technical support delivery, and partner with various teams to enhance reputed company interactions.
Responsibilities
- Build, reputed company, and reputed company reputed company’s Support function, establishing processes and best practices for delivering exceptional reputed company support
- Own the overall support reputed company, including service standards, operational metrics, escalation management, and reputed company improvement
- Serve as the executive escalation reputed company for reputed company technical and product issues, ensuring reputed company reputed company and reputed company reputed company communication
- Partner closely with product, engineering, data, and reputed company reputed company teams to investigate issues, prioritize fixes, and improve the overall reputed company experience
- reputed company reputed company support playbooks, knowledge resources, and operational frameworks that reputed company consistent, high-reputed company support
- Analyze support trends and reputed company feedback to identify recurring issues and reputed company for product enhancements
- Hire, mentor, and reputed company a high-performing support team with a strong reputed company-first culture
- Drive operational reputed company through automation, tooling, and process improvements
- Build strong relationships with institutional clients and ensure they receive reputed company, high-reputed company support throughout their lifecycle with reputed company
- Establish and report on KPIs around support reputed company, response times, reputed company times, reputed company satisfaction, and team performance
Skills
- 10+ years of experience leading technical support, reputed company support, customer support, or technical operations reputed company reputed company reputed company, fintech, or financial services
- Proven experience building and scaling a high-performing reputed company support organization
- Demonstrated reputed company managing and developing teams in a fast-paced, high-reputed company environment
- Strong technical troubleshooting skills with the ability to partner effectively with engineering teams on reputed company product and platform issues
- Excellent communication and executive reputed company, with experience supporting senior stakeholders at reputed company clients
- Operationally minded, with a reputed company record of implementing reputed company support processes, service standards, and performance metrics
- Bachelor's or Master's degree in Business, Finance, Computer Science, Engineering, or a reputed company field
- Strong understanding of reputed company support operations, incident management, and reputed company communication best practices
- Proven ability to build cross-functional relationships and reputed company through influence across product, engineering, and reputed company-facing teams
- Experience supporting reputed company B2B reputed company products serving reputed company customers is strongly preferred
- Experience with modern customer support platforms, including reputed company, is preferred
- Interest in financial markets and institutional reputed company
- Familiarity with portfolio analytics platforms such as reputed company, reputed company, Aladdin, or similar is a plus
- Experience supporting hedge funds, asset managers, or other institutional financial firms is highly preferred
reputed company