Job Overview: The Head of Mass Products is a strategic role within the Customer Support organization responsible for developing, optimizing, and executing strategies for delivering high-quality support for ABBYY's consumer products. This role is essential to improving customer health tracking and analyzing key performance metrics, implementing strategic initiatives that enhance the overall customer journey, and including proactive monitoring and reporting on customer health recovery.
Job Responsibilities: Operational Strategy & Execution
Define and execute strategies for delivering high-quality customer support for ABBYY's Business to Consumer ProductsEstablish and refine KPIs aligned with company goals, focusing on SLA, CES, and other critical metricsDevelop and implement internal processes to enhance support efficiency and maintain comprehensive documentation in the internal database (Wiki)Utilize data analytics tools (e.g., Zendesk) to monitor performance metrics, identify trends, and implement improvementsCollaborate with stakeholders to ensure seamless management of orders in the purchase database, chargebacks, and escalationsLeadership & Team Development
Lead, mentor, and inspire the support team to excel in customer interactions and overall performanceCollaborate with the Team Lead to manage team workloads effectively and address current mattersSupport career development by identifying growth opportunities and creating development plans for team membersCustomer Experience & Satisfaction
Monitor and improve customer satisfaction metrics, including feedback management and response time targetsOversee quality assurance evaluations for support tickets to ensure high-quality interactionsCollaborate with team members on publishing and maintaining Help Center articles, ensuring content accuracy and relevanceCollaboration & Cross-functional Leadership
Partner with QA, Development, and Sales departments to align support operations with company initiativesParticipate in product consultations with support agents to address customer needs and share insights with other departmentsTechnology & Tools Management
Evaluate and implement tools and technologies that streamline support operations and align with business objectivesIdentify opportunities for automation to improve efficiency and scalabilityRequired Skills and Experience: Customer Support & Operations Expertise
Demonstrated success in managing customer support functions, particularly for high-volume, mass-market productsStrong analytical skills, with experience using tools like Zendesk or equivalent for tracking metrics and generating insightsLeadership & Team Management
Proven ability to lead and develop teams, fostering a culture of excellence and collaborationExperience in quality assurance and process improvement to enhance support deliveryCustomer-Centric Approach
Exceptional customer service mindset, with the ability to manage escalations and address negative feedback effectivelyStrong interpersonal skills for building relationships across departments and with external stakeholdersTechnical Aptitude
Familiarity with Verifone or similar platforms for managing purchase databases and chargebacks is a plusBasic understanding of product development and QA processes to contribute effectively to cross-departmental initiativesPreferred Qualifications: 3+ years of experience in customer supportBachelor's degree in Business, Information Technology, or a related field.Experience with automation tools or self-service solutions is an advantage.
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