Head of Support (Fully Remote job)

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 70 people working fully remotely from the Netherlands, Spain, Russia, France, India, Indonesia, and Sri Lanka.

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, 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 the support level. 

Our tools:

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


About the role

We are looking for an experienced Head of Supportwho 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, employee & customers satisfaction, and for the implementation of automation in Support.


Responsibilities

  • Analyzing department operations aiming to automate what possible and improve processes
  • 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


Job requirements

Requirements:

  • Bachelor degree
  • Experience in customer technical support (ideally in b2b)
  • Experience with automation in 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


We offer:

- Full-time, permanent employment

- Fully Remote work from any location

- Company laptop (MacBook)

- International team and many online events to stay in touch with each other

- Daily and weekly team/company meetings