Head of Customer Support

**Job Title: Head of Customer Support - 6 Month Maternity Cover**:
**Location: Cape Town, South Africa**:
**Company Description**:
We are headquartered in London, with strategic hubs in Cape Town, Singapore, Copenhagen, and North America, Sedna is redefining business communication for operational resilience and efficiency. Our innovative platform empowers global teams by seamlessly integrating secure, efficient workflows into business-critical systems.

**About the Role**:
We are looking for a Head of Customer Support at Sedna for a 6-month maternity cover position in South Africa. You will maintain and lead the team that helps deliver on our promise of world class customer support for our customers. This is an opportunity to work closely with our high-value clients and stakeholders, making sure they're always supported.

**Your Responsibilities**:
Here's a bit more on what you can expect to be doing day-to-day:
**Customer Support Operations**:
Leading and managing the customer support team to ensure prompt and effective resolution of customer questions, issues and bugs, with a focus on maintaining Service Level Agreements and high levels of customer satisfaction.

**Leading and Developing the Team**:
Recruiting, onboarding, and managing a high-performing customer support team, fostering a culture of continuous learning, growth, and accountability. Providing coaching, mentoring, and professional development opportunities to team members to enhance their skills and performance.

**Optimising Process and Operations**:
Assessing and improving existing support processes, workflows, and tools to enhance the efficiency and effectiveness of the customer support function. You will be driving towards a more sophisticated approach to triage within the support team, looking to elevate the quality of support agent performance.

**Managing On-Call Support and Hypercare**:
Managing the on-call rotation for first-line support, ensuring 24/7 availability to address customer issues. You will be working closely with customers during hypercare periods to ensure a successful implementation of Sedna's products and smooth transition into business-as-usual support.

**Utilising Data to Make Decisions**:
Using data analytics to identify trends, patterns, and areas for improvement in internal processes, customer interactions, and overall support operations. Implementing strategies to leverage data insights for continuous improvement and optimisation of support services.

**Managing Escalations**:
Developing clear guidelines for escalating support tickets and acting as a point of contact for high-risk escalations and issues; taking a hands-on approach to resolving critical customer concerns, ensuring timely and high quality resolutions.

**Cross Functional Planning and Execution**:
Collaborating with internal stakeholders, including the Head of Customer Success, Head of Product, and Head of Professional Services, to align support initiatives with broader business objectives and drive improvements in customer outcomes.

**About You**:
**Experience and Qualifications**:

- 8+ years of experience in Customer Support with experience of managing and recruiting a team of Support Agents.
- Experience using and managing issue tracking software (e.g. Jira) and help desk platforms (e.g. Zendesk)
- Strong experience with data analysis and reporting tools, including the ability to interpret trends, generate insights from support metrics, and create actionable recommendations based on quantitative and qualitative data
- Strong background in the tech space and SaaS environments, with demonstrated understanding of software platforms and cloud technologies

**Core Attributes**:
**Customer Focused**:
You foster a customer-centric culture within the support team, emphasising empathy, and clear communication. You have a global perspective and the awareness to support operations, considering the needs and preferences of customers across different markets.

**Technical Understanding**:
You demonstrate a strong understanding of technology and SaaS products, coupled with the ability to articulate complex technical processes in a universally understandable manner. You can provide technical guidance and mentorship to L1 and L2 support agents and facilitate knowledge sharing within the team.

**Problem-solving and Resourcefulness**:
You use analytical skills, empathy, and creativity to identify underlying problems, develop innovative solutions, and drive continuous improvement initiatives. You can coach and develop support agents in their own approaches to solving customer problems effectively.

**Professional Communicator and Leader**:
You communicate clearly both internally with senior management and externally with high-level stakeholders and customers. You can articulate complex information simply for a less technical audience, present data-driven insights, and advocate for support-related priorities to key stakeholders. You can coach and improve support