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Chief Customer Support Officer

2 weeks ago

Dublin, Dublin City, Ireland beBeeCustomerSupport Full time €90,000 - €120,000

Job Title: Chief Customer Support Officer

We are seeking a seasoned leader to oversee our customer support operations for SaaS financial software solutions.

About the Role:

  • Lead and develop a high-performing customer support team with a customer-centric approach.
  • Oversee proactive support processes for SaaS financial software solutions, ensuring seamless user experience.
  • Build strong relationships with B2B clients and key stakeholders through effective communication and collaboration.
  • Resolve complex technical issues and manage escalations efficiently, minimizing downtime and ensuring maximum productivity.
  • Drive continuous improvement of support processes, tools, and methodologies to enhance overall performance and efficiency.
  • Collaborate cross-functionally with Product, Development, QA, and Account Management teams to align strategies and achieve common goals.

Requirements:

  • 10+ years in customer support or a related field, with at least 5 years in a leadership role, guiding teams towards excellence.
  • Proven experience supporting SaaS environments (financial SaaS preferred), with a deep understanding of application support, Windows/UNIX servers, and Oracle databases.
  • Excellent problem-solving, communication, and stakeholder management skills, with the ability to adapt to changing situations and priorities.
  • Bachelor's degree in Computer Science, Engineering, or a related IT field (or equivalent experience), with a focus on technical expertise and business acumen.