Head of Technical Support

4 days ago


Bucharest, Romania David Kennedy Recruitment Full time

David Kennedy Recruitment is working with an award winning liquidity and technology solutions company who is seeking to onboard a Head of Technical Support to join their team.


Position: Head of Technical Support 

Location: Remote/ GMT +4 timezone (+- 1 HR)

Employment type: Full-time

Remuneration: Base salary


DUTIES AND RESPONSIBILITIES:

  • Design and implement a global support strategy that aligns with organizational goals
  • Ensure a consistent and high-quality support experience across all regions
  • Cultivate and lead a high-performing, customer-focused global technical support team, fostering a culture of excellence
  • Enhance customer satisfaction and loyalty by delivering exceptional support experiences
  • Manage day-to-day operations, ensuring compliance with SLAs, KPIs, and quality standards.
  • Continuously refine support processes and workflows to improve efficiency and effectiveness, utilizing tools such as Zendesk, Jira, Klaus, and Workforce Management
  • Use data and analytics to identify trends, assess performance, and make informed decisions to optimize support operations
  • Leverage technology to streamline support processes and improve the overall customer experience
  • Develop and implement a comprehensive self-service strategy, incorporating knowledge bases and chatbots, while monitoring usage to identify opportunities for improvement
  • Work closely with Product, Engineering, and other teams to advocate for customer needs and contribute to enhancing the product experience
  • Establish and track key performance indicators to assess the effectiveness of both team and individual contributions


REQUIREMENTS:

  • Native/Fluency in English with strong proficiency in both written and spoken communication in both
  • Proven experience leading global technical support or technical operations teams.
  • In-depth understanding of support methodologies and industry best practices
  • Strong ability to solve complex problems and make sound decisions under pressure
  • Ability to engage and collaborate effectively across teams
  • Hands-on experience with customer relationship management (CRM) systems and help desk platforms, particularly Zendesk
  • Solid technical proficiency with relevant systems and technologies.
  • Passionate about customer service and committed to delivering top-tier support experiences


OFFER:

  • Exciting opportunity to play a key role in shaping the future of a rapidly growing fintech platform
  • Competitive salary and performance-based incentives
  • Collaborative and innovative work environment that encourages creativity and problem-solving
  • Opportunities for professional growth and career advancement
  • Flexible working arrangements and a comprehensive benefits package

  • Technical Support

    4 days ago


    Bucharest, Romania WLG Full time

    Location: Brno, Czech Republic (Hybrid)Contract: HPP or Contracting, long-term, full-time.Fast recruitment process - 2 stagesCompany Overview:Our client leads the way in Dairy Management Solutions worldwide. They provide advanced technology to help dairy farms run smoothly and boost productivity. From milking machines to monitoring tools, their solutions...


  • Bucharest, Romania Salve.Inno Consulting Full time

    Position Available: Head of Workforce Management BIWe are looking for a dedicated and forward-thinking Head of Workforce Management BI to lead our strategic efforts in optimising workforce operations and enhancing business intelligence capabilities. This vital role is key for driving efficiency, data-driven decision-making, and alignment with our...


  • Bucharest, Romania Mondelēz Full time

    FunctieomschrijvingJob DescriptionAre You Ready to Make It Happen at Mondelēz International?Join our Mission to Lead the Future of Snacking. Make It With Pride.Oversees the technical aspects of IoT implementation. IOT implementation is enabling digitisation of our machine data so that we can see performance in real time to improve efficiency and...


  • Bucharest, Romania Dell Full time

    Junior Technical Sales EngineerChampioning ground-breaking innovations to customers takes all kinds of expertise. Our sales-makers at Dell Technologies must operate at the leading edge of tech knowledge. That’s why our Sales Engineer Analysts make such a difference. Field Sales and Pre-Sales professionals rely on us for technical and consultative support....


  • BUCHAREST, Romania Dell Full time

    Junior Technical Sales EngineerChampioning ground-breaking innovations to customers takes all kinds of expertise. Our sales-makers at Dell Technologies must operate at the leading edge of tech knowledge. That’s why our Sales Engineer Analysts make such a difference. Field Sales and Pre-Sales professionals rely on us for technical and consultative support....


  • Bucharest, Romania David Kennedy Recruitment Full time

    David Kennedy Recruitment is working with a leading B2B solution provider who are looking to recruit a Head of Workforce Management BI for their brand new offices in Bucharest. Position:  Head of Workforce Management BI Location: Bucharest, RomaniaWork model: on-siteEmployment type: Full-time Remuneration: Base salary. DUTIES AND RESPONSIBILITIES:...


  • Bucharest, Romania Wibit Consulting & Services (WibitCS) Full time

    In collaboration we are working with a leading investment firm offering Forex and CFD trading company. We are looking to recruit a Japanese-speaking Customer Support Agent for their Limassol office.Location: Remote (EMEA)Employment type: Full-timeRemuneration: Service agreementDUTIES AND RESPONSIBILITIES:Graduated with a College/University...


  • Bucharest, Romania Infotree Global Solutions Full time

    For our client, a real estate business who develops, manages, leases, and invests in modern building stock  (logistics, industrial, retail, office and residential facilities) we are looking for a PFM Technical Operations Manager, in Bucharest.Location: BucharestType of Contract: CoEWork model: on siteREQUIREMENTS:Higher education in the technical...


  • Bucharest, Romania Capital Recruit Full time

    About the Company: We are a leading SaaS provider based in the United States, dedicated to offering innovative and efficient software solutions to businesses globally. Our commitment to excellence and customer satisfaction is at the heart of our operations. Job Overview: We are seeking a highly motivated and customer-oriented individual to join our team as a...


  • Bucharest, Romania Enteractive Full time

    We are Enteractive, a service provider in the online gambling (iGaming) industry. We are the industry leader and the experts in player reactivation. Be it online casino or sportsbook, we know how to reactivate players and increase their retention and loyalty to the brands we work with. Through our custom-made tech (Re)Activation Cloud®, we communicate with...

  • Line Leader

    5 days ago


    Bucharest, Romania Mondelēz Full time

    FunctieomschrijvingJob DescriptionAre You Ready to Make It Happen at Mondelēz International?Join our Mission to Lead the Future of Snacking. Make It With Pride.This role helps ensure the sustained continuity of technical mastery and line leadership in manufacturing, by leading a key line of the business (technical, system or organizational) to deliver...

  • Java Game Team Lead

    4 days ago


    Bucharest, Romania TechTellent Full time

    We are seeking a talented and experienced Tech Lead to join our dynamic team. As a Tech Lead, you will play a key role in leading our technical initiatives, providing technical guidance, and driving the development and implementation of online Casino games.What You'll Be Doing:Lead a team of developers, providing technical guidance, mentorship, and...


  • Bucharest, Romania Mondelēz Full time

    FunctieomschrijvingJob DescriptionAre You Ready to Make It Happen at Mondelēz International?Join our Mission to Lead the Future of Snacking. Make It With Pride.You will be accountable for the coordination and enabling the site Asset & technology leader in the overall loss prevention of the plant equipment and process technology, site facilities &...

  • Building Manager

    4 days ago


    Bucharest, Romania Infotree Global Solutions Full time

    For our client, a real estate business who develops, manages, leases, and invests in modern building stock (logistics, industrial, retail, office and residential facilities) we are looking for a Building Manager, in Bucharest.Location: BucharestType of Contract: CoEWork model: on siteRequirements:University degree, technical profileTechnical experience,...

  • Engineering Manager

    4 days ago


    Bucharest, Romania Recruitment Room Full time

    We're a wallet for everything onchain. It’s the safest & easiest way to explore web3.We're looking for an experienced and driven Engineering Manager to help us grow and solidify our engineering team. You will focus on people and the engineering process so that we can continue shipping best-in-class Web3 applications.About the roleYou will play a key role...

  • Product Owner

    4 days ago


    Bucharest, Romania Valuable Recruitment Full time

    About Us Impactum Group is a leading provider of end-to-end strategic communication services for commercial and political projects, founded and led by Lucian Despoiu (CEO), with our HQ in Bucharest, Romania, offices in 5+ countries and global projects. We specialize in real-time polling and data collection, influencer marketing, programmatic advertising,...

  • Section B Manager

    5 days ago


    Bucharest, Romania Mondelēz Full time

    FunctieomschrijvingJob DescriptionAre You Ready to Make It Happen at Mondelēz International?Join our Mission to Lead the Future of Snacking. Make It With Pride.You will lead the production operations in the Plant and delivering key performance targets (SQCDSM) in safety, quality, productivity, volumes, cost, sustainability, organizational morale.  You...


  • Bucharest, Romania Infotree Global Solutions Full time

    Job Description:We are looking for a highly skilled and experienced Test Automation Engineer (DevOps Engineer) to join our client’s Engineering Enablement Department. This department is focused on accelerating teams globally by providing tools and services to empower engineers to deliver high-quality solutions quickly and autonomously. The successful...


  • Bucharest, Romania David Kennedy Recruitment Full time

    David Kennedy Recruitment is working with a leading B2B solution provider who are looking to recruit German-speaking Game Presenters for their Gaming studios in Bucharest, RomaniaPosition:  Game presenter and shuffler (German)Location: Bucharest, RomaniaEmployment type: Full-time Remuneration: Base salary + bonuses DUTIES AND RESPONSIBILITIES:To be...


  • Bucharest, Romania Wibit Consulting & Services (WibitCS) Full time

    In collaboration we are working with a leading B2B solution provider who are looking to recruit Swedish-speaking Game Presenters for their Gaming studios in Bucharest, RomaniaLocation: Bucharest, RomaniaEmployment type: Full-timeRemuneration: Base salary + bonuses (including flights, relocation and ongoing accommodation) DUTIES AND RESPONSIBILITIES:To be...