Head of Customer Support

hace 2 semanas

Córdoba, Córdoba, Argentina ID90T, Inc. A tiempo completo

Did you know that one of the privileges of working for an airline is being able to fly around the world for free? Well, we at ID90 Travel provide the technology that makes that airline employee travel possible for the world's leading airlines. We've also become the leading one-stop comprehensive solution for airline employee travel needs. This includes providing them with exclusive rates on hotels, cruises, rental cars and more.

Job Summary:

At ID90 Travel, we believe that customer support is more than just solving problems—it's about empowering customers to travel confidently and inspiring them to dream up their next adventure. We are seeking a strategic and technology-driven Head of Customer Support to lead our dynamic team and drive a best-in-class support experience.

The ideal candidate will be passionate about customer satisfaction, operational efficiency, and employee growth, while also embracing data-driven decision-making and innovative technology solutions. This role will focus on aligning support strategies with our Customer Support vision, moving beyond reactive problem-solving to proactive and empowering support.

Key Responsibilities:Strategic Leadership & Vision
  1. Align customer support strategies with ID90 Travel's mission and values, ensuring long-term success.
  2. Drive continuous improvement initiatives to transition from reactive support (solving customer requests) to proactive and empowering engagement (helping customers dream, book, and explore).
  3. Ensure scalability and efficiency of support operations as the company grows.
Operational Excellence & Innovation
  1. Implement AI-driven support solutions, automation, and self-service enhancements to streamline operations and improve efficiency.
  2. Utilize data analytics and KPIs (CSAT, FRT, ticket resolution time, etc.) to measure success, identify trends, and refine support processes.
  3. Optimize and enhance existing customer support technologies, including CRM and ticketing platforms like Zendesk.
  4. Develop and refine escalation management processes to ensure timely and effective issue resolution.
Team Development & Culture
  1. Mentor, lead, and scale a high-performing customer support team, fostering a supportive and empowering environment that promotes personal and professional growth.
  2. Champion a culture of knowledge sharing, empathy, and accountability, ensuring employees have the tools and training to succeed.
  3. Design and implement training programs that enhance employee skillsets and ensure consistent customer experiences.
Cross-Functional Collaboration & Customer Experience
  1. Partner with Product, Sales & Account Management, Tech Support, and Operations teams to leverage customer insights for continuous product and service improvements.
  2. Advocate for customers internally, ensuring their voices are heard in product development, marketing, and operational decisions.
  3. Monitor customer satisfaction and loyalty metrics, implementing strategies to enhance engagement and retention.
Qualifications:
  1. Proven experience in a customer support leadership role.
  2. Strong understanding of customer support technologies, automation, and AI-driven solutions.
  3. Data-driven mindset with experience in analyzing and improving customer support KPIs.
  4. Excellent leadership, communication, and interpersonal skills to foster a high-performance culture.
  5. Experience working with remote and distributed teams is a plus.
  6. Proficiency in customer support platforms such as Zendesk or similar tools.
  7. Passion for travel and a customer-first mentality that aligns with ID90 Travel's mission and strategic vision.
  8. Proficiency in the English Language (C1).
  9. Bilingual or abroad work experience is a plus.
Why Join ID90 Travel?
  1. Opportunity to shape the future of customer support in a travel technology company that values innovation, empowerment, and continuous improvement.
  2. A collaborative and forward-thinking work culture that encourages personal and professional growth.
  3. Competitive salary, benefits, and career development opportunities in a fast-growing industry.
  4. Paid time off.
  5. Friendly staff and an international team of people learning from one another.
  6. A competitive salary and great benefits.
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