Head of Technical Support - remote

Overview

Are you passionate about technical leadership? If so we have a remarkable opportunity for you! Based in the vibrant city of Dubai but with the flexibility of a global reach, our client is a leading entity specialized in FinTech solutions and pioneering technology.

Responsibilities

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Take charge of daily operations ensuring SLAs, KPIs and quality standards are met while continuously refining support processes for greater efficiency and impact.

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Use tools like Zendesk, Jira, Klaus and Workforce Management to streamline workflows and drive results.

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Leverage data and analytics to uncover trends, measure performance and make informed decisions that optimize support operations.

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Harness the power of technology to enhance both efficiency and the customer experience.

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Shape a robust self‑service strategy by maximizing the potential of the knowledge base and chatbot system.

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Monitor usage insights to identify opportunities for improvement and deliver smart solutions.

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Work hand‑in‑hand with Product Engineering and other teams to champion the voice of the customer and refine the overall product experience.

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Set clear actionable performance metrics to track the success of the team and every individual.

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Drive innovation, collaboration and results at every step.

Qualifications

• Demonstrated leadership in managing global technical support or operations teams.
• Deep knowledge of support methodologies and industry best practices.
• Hands‑on experience with CRM and help‑desk tools like Zendesk.
• Strong technical expertise in relevant technologies and systems.
• Fluency in multiple languages.

Preferred Qualifications

• Excellent analytical, organizational and communication skills.
• Exceptional problem‑solving abilities and a knack for making sound decisions under pressure.

Benefits

• A vibrant and innovative work culture encouraging creativity and teamwork.
• Vast opportunities for professional advancement and skill enhancement.
• Flexible work arrangements and the potential for international work exposure.
• Permanent contract or B2B contract.