Head of Support

Job description

About the company

Openprovider is a wholesaler of domains, extensions, Plesk licenses, and other flexible solutions through our user-friendly, fully automated platform.

The company was founded in 2004 in Rotterdam, Netherlands. Now we are a team of 60 people, we have offices in the Netherlands, Spain, Russia, and India.

At Openprovider we love IT in everything we do. Our why reflects this: Do what you enjoy, and we automate the rest! Customers notice this by giving us high grades & long-term partnerships. In the past years, we have been growing significantly year on year becoming one of the largest domain & SSL wholesalers in Europe.


About the team

We're a team of Support professionals located across the globe in the Netherlands, Spain, Bulgaria, and Russia, split into 1st line (mostly busy with quick, customer-facing tasks) and 2nd line (doing more lengthy techy things).

We're making our customers happy by ensuring they can solve issues themselves through self-service and providing them fast and effective solutions where needed.

Our main job now is building the Knowledge Base, developing self-service tools for ourselves and customers, as well as growing our people's expertise to tackle more complex tasks on support level. 

Our tools:

  • Atlassian stack (JIRA, Confluence, Bitbucket)
  • Zendesk Help Center & Guide
  • Our in-house toolset and panels
  • MySQL, PHP


We are looking for an experienced Head of Support, who will grow Openprovider as a self-service platform by formulating, maintaining, developing, and evangelizing the strategic vision, uniting, and leading support department towards it. You will be responsible for top department’s performance, creating a talent pool, employee & customers’ satisfaction by creating a working environment for people to grow and develop. 


Responsibilities


  • Improving employee performance and satisfaction through guidance, support, mentoring and personal development
    • Perform individual performance reviews and coachings
    • Develop others to achieve the best performance on the current position
    • Cultivate others’ strengths and help them grow within the company
  • Exposing employees to new approaches and ideas for day to day operations
  • Helping department and people to navigate through tough decision-making situations
  • Translating strategic vision to others in a clear, understandable and encouraging manner
  • Aligning the strategic vision with the company’ s goals and needs
  • Fulfilling strategic vision by converting it into quantifiable goals and tasks (plan, describe, decompose and allocate yearly/quarterly goals across department)
  • Maintaining, expanding and improving benchmark tools and metrics for department performance measurements
  • Measuring, reviewing and acting to improve customer relations and satisfaction with Openprovider support
  • Working closely with other departments, cultivate synergy, mutual improvement and develop new ideas, approaches, practices to achieve company goals and visions
  • Analyzing department operations aiming to automate what possible and improve processes


Job requirements

Requirements:

  • Bachelor degree
  • Experience in IT technical support (ideally 2nd Line of Support)
  • Team management experience 
  • IT industry experience
  • Fluent English

Competences:

  • Process management
  • Project management
  • Risk management
  • Time management
  • Change management
  • Effective communications
  • Leadership
  • Developing self and others
  • Facilitation
  • Coaching

KPIs

  • Customer satisfaction rating
  • Net Promoter Score
  • Self-service score
  • Cost per ticket
  • First reply time
  • First-time resolution

Working conditions:

- Full-time, permanent/contract employment

- Office in Barcelona

- Possibility to work fully remotely 

- Flexible working hours