Head of Customer Support

Company Overview

We are a fast-growing SaaS company in the EdTech space, operating mainly in Southeast Asia. With more than 1,900 schools as customers, our mission is to revolutionize early childhood education through technology and provide innovative solutions to our customers. With a team of 80 talented individuals, we are committed to transforming the way education is delivered in the Southeast Asian region and beyond.

Position Overview

We are looking to hire an awesome Head of Customer Support with fluency in English. As the Head of Customer Support at LittleLives (based in one of these locations: Malaysia, Indonesia or Vietnam), you will lead a dynamic, multi-regional support team to deliver exceptional customer experiences. Your role will involve managing day-to-day operations, driving process improvements, ensuring SLA compliance, and fostering collaboration across teams. You will also play a critical role in analyzing support metrics, addressing escalations, and contributing to the strategic growth of the department.

Key Responsibilities

1. Customer Support Leadership (30%)
   • Strategic Oversight: Lead and manage the customer support team to maintain high standards of service and customer satisfaction.
   • Escalation Management: Serve as the main escalation point for complex customer issues, ensuring timely and accurate resolutions aligned with SLAs.
   • Crisis Communication: Manage communication during service downtimes, coordinating internal and external messaging to maintain customer trust.
   • Customer Success: Foster high Net Promoter Scores (NPS) and maintain 0 DSAT from key clients through proactive support strategies.
2. Process Optimization and Team Development (30%)
   • Process Improvement: Develop, document, and refine internal workflows to improve response times and reduce ticket volumes.
   • Resource Development: Oversee the creation of support resources such as FAQs, training materials, and a minimum of 3 new knowledge base articles quarterly.
   • Team Coaching: Provide feedback and training to the support team to improve individual and collective performance.
   • Collaboration: Work closely with Product, Sales, and Quality Assurance teams to address systemic issues, streamline processes, and enhance customer satisfaction.
3. Quality Assurance and SLA Management (20%)
   • Service Level Adherence: Ensure 100% SLA compliance for ticket priorities, with clear escalation protocols.
   • Root Cause Analysis: Investigate SLA breaches, identify trends, and implement solutions to prevent recurrence.
   • Performance Monitoring: Regularly review customer interactions to ensure high-quality service and adherence to standards.
4. Data Analysis and Reporting (20%)
   • Performance Metrics: Compile and analyze support metrics weekly, including SLA performance by channel, client type, and ticket priority.
   • Insight Generation: Identify monthly trends and propose actionable improvements to enhance support operations.
   • Reporting: Deliver comprehensive reports on team and individual performance, along with key recommendations to senior leadership.

What You Bring

• Experience: Proven experience in a customer support leadership role, preferably in a SaaS environment.
• Analytical Skills: Ability to interpret support metrics, identify trends, and implement data-driven solutions.
• Leadership: Strong team management skills with a focus on coaching and performance improvement.
• Customer Focus: Commitment to delivering exceptional service and fostering customer loyalty.
• Technical Proficiency: Familiarity with ticketing systems, support tools, and technical troubleshooting.

Profile:

• Has experience in managing a team for at least 2 years.
• Previous at least 3-5 years of experience in customer support in a SaaS or technology company is preferred.
• Strong communication and interpersonal skills.
• Proficiency in using customer support software and tools such as Freshdesk, Freshservice.
• A commitment to delivering outstanding customer service.
• Ability to handle challenging customer interactions with patience and empathy.
• Detail-oriented, organized, and able to manage multiple tasks simultaneously.
• Creative, innovative, and adaptable to new learning technologies.
• Fluency in Chinese is a bonus!