Head of Support Services

Job not on LinkedIn

🔥 12 minutes ago

🇪🇬 Egypt – Remote

💵 $2.9k - $5k / month

⏰ Full Time

🔴 Lead

👻 Ghost score 14%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.Why this score:

• Just posted.
• Jobs at this company usually fill in 29 days.

Apply Now

Find Similar Remote Jobs

PartnerOne

WebsiteLinkedInAll Job Openings

201 - 500 employees

🏢 Enterprise

☁️ SaaS

💳 Fintech

Enterprise • SaaS • Fintech

PartnerOne is one of the fastest growing software groups in the world, providing solutions that enhance the operational efficiency of the largest enterprises globally. The company specializes in acquiring software firms and investing in their development to create more robust, effective, and agile software solutions. PartnerOne is trusted by 80% of the world's largest companies, including the top US and European banks, defense contractors, and media conglomerates, focusing on delivering unparalleled customer support and innovative technologies.

📋 Description

• Lead the Level 1 support team and senior Hosted Services roles, and build Level 2 knowledge over time • Hire, develop and coach the team, and cross-skill people across products • Design and run Support as a true 24/7 service with coverage, rotas and on-call arrangements • Build follow-the-sun and out-of-hours support models across time zones • Establish consistent intake, triage, severity and prioritisation processes across products • Implement ITIL-aligned incident, problem and change management and knowledge-centred support • Work with Hosted Services to build a Managed Services approach for hosted platforms • Own Level 1-to-Level 2/3 escalations, tracking issues through resolution and keeping customers informed • Review escalation trends with product heads and drive permanent fixes and knowledge-base updates • Oversee support for hosted customer environments, including availability, monitoring, backups, patching, disaster recovery and incident response • Make Zoho Desk the single support platform and integrate it with other operational platforms • Build and maintain a knowledge base and expand customer self-service using Cincom AI tools • Explore and develop AI-assisted Level 1 support, including validated local-language support • Set and track severity-based SLAs and internal service levels • Report ticket trends by product, customer, region, severity and SLA-tracked resolution time to the COO monthly • Lead major-incident response and customer communications • Ensure support processes provide evidence for ISO 27001 and SOC 2 and meet regulated-sector customer obligations

🎯 Requirements

• Experience leading Level 1 and Level 2 support for enterprise software customers, ideally across more than one product • Track record of building or reshaping a support function • Experience running or building a 24/7 support operation, including on-call and potential follow-the-sun models • Experience managing escalations into engineering teams and holding them to agreed timescales • Experience running SLA-based support for business-critical customer systems • Strong grounding in incident, problem and change management (ITIL or equivalent) • Working understanding of hosted and cloud environments, Azure or similar, including monitoring and alerting and management of guaranteed up-time • Comfortable with service desk platforms, reporting and automation • Calm and clear with customers and senior colleagues, especially when things go wrong • Uses data to manage performance and to make the case for change • Builds trust across Engineering, Delivery and Client Success, and gets things done without relying on authority • Fluent Business English communication • Hands-on experience with Zoho Desk or a comparable service desk platform • Experience introducing AI-assisted support, knowledge-centred support or self-service • ITIL 4 certification • Additional languages, particularly French, German, Italian • Experience supporting customers in regulated sectors such as financial services and insurance, and familiarity with ISO 27001 and SOC 2

🏖️ Benefits

• Independent Contractor (Contractor is responsible for applicable taxes and statutory obligations, subject to the agreement and local law) • Full-time role • Availability for occasional short travels • Payment in USD • Equipment provided by the company

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume