Job title : Head of Customer Experience Job Location : Western Cape, Cape Town Deadline : December 04, 2024 Quick Recommended Links Jobs by Location Job by industries What you will be doing: Manage the SaaS platform's hosting environment, ensuring high availability, performance, and security while collaborating with DevOps and infrastructure teams for maintenance and scaling.
Oversee the support desk team, ensuring prompt and customer-centric service, developing SLAs and KPIs for performance measurement, and maintaining a knowledge base for efficient issue resolution.
Act as the escalation point for major incidents, leading root cause analysis and establishing incident response protocols to coordinate resolutions between support and technical teams.
Implement monitoring and automation for proactive issue detection and support process efficiency, continuously optimising workflows to enhance customer satisfaction.
Conduct performance assessments and capacity planning for both hosting resources and support desk staffing to align with demand and business growth.
Ensure compliance with security standards and maintain documentation, coordinating security audits and promptly addressing vulnerabilities.
Foster a customer-centric culture by gathering feedback on service satisfaction, developing training programs for the support team, and encouraging continuous improvement.
Serve as a liaison between product development and support teams, facilitating smooth rollouts of new features and providing feedback from customer interactions to inform product enhancements.
What you need: A relevant tertiary qualification would be beneficial.
ITIL, AWS Certified Solutions Architect, MS Certified: Azure Administrator, etc, are beneficial.
Relevant certifications in DevOps or Agile methodologies are also beneficial.
5+ years of experience in service delivery and technical operations within SaaS or tech environments, including 3+ years in hosting management with cloud platforms (AWS, Azure, Google Cloud).
2+ years managing customer support or service desk teams, with a focus on incident and problem management, including root cause analysis.
Proficient in cloud hosting environments and familiar with infrastructure-as-code tools (e.g., Terraform, Ansible) and monitoring tools (e.g., PRTG, Datadog).
Strong understanding of network infrastructure, security, and compliance in SaaS contexts, coupled with knowledge of DevOps practices and CI/CD pipelines.
Experience in customer success or client relationship management, emphasising a customer-centric approach and ensuring high service standards.
Strong leadership skills with experience in building and mentoring support teams, as well as excellent communication and interpersonal abilities.
Proactive problem-solving skills focused on continuous improvement and effective decision-making.
Project management skills to coordinate tasks across technical and support functions efficiently.
Customer Service jobs