Head of Customer Success & Support

Intergo Telecom is a leading provider of innovative telecommunications solutions, dedicated to delivering exceptional service and support to our customers across the globe. We strive to exceed expectations through our commitment to quality, reliability, and customer satisfaction. Voted as a Deloitte Technology Fast 50 award winner in the Middle East and Cyprus and listed in the prestigious FT1000 List of Europe's Fastest Growing Companies, we take immense pride in our achievements and our work. With a team of 60 amazing professionals located in over 20 countries, we keep getting bigger and better! We are now looking for a talented Head of Customer Success & Support to come and join us.

The role

We are looking for a Head of Customer Success & Support that will be responsible for leading and managing the customer tech support and success teams, ensuring that our customers receive world-class service and support. This role involves developing and implementing strategies to improve customer satisfaction, retention, and overall experience with our products and services: SMS.to and Telxi.com. The ideal candidate will have a strong background in customer support, a deep understanding of the telecom industry, and a proven track record of driving customer success.

Key Responsibilities

• Lead, mentor, and develop the customer support and success teams consisting of 6 amazing professionals to achieve high performance and professional growth.
• Develop and implement comprehensive customer support and success strategies aligned with company goals and objectives.
• Monitor and analyze key performance indicators (KPIs) to assess team performance and identify areas for improvement.
• Oversee the daily operations of the customer support team, ensuring timely and effective resolution of customer issues and tickets.
• Implement and optimize support processes and systems to enhance efficiency and customer satisfaction.
• Develop and execute customer success strategies to drive customer adoption, engagement, and retention.
• Build strong relationships with key customers, understanding their needs and ensuring their long-term success with our products.
• Work with cross-functional teams to resolve complex customer issues.
• Provide customer feedback and insights to influence product development and improvement.
• Prepare and present regular reports on customer support and success metrics to senior management.

• Bachelor’s degree in Business Administration, Communications, or a related field (Master’s degree preferred).
• 7+ years of experience in customer support and success roles, with at least 3 years in a leadership position.
• Proven experience in the telecommunications industry is required.
• Strong leadership and people management skills, with a track record of building and leading high-performing teams.
• Excellent communication, interpersonal, and problem-solving skills.
• Strategic thinker with the ability to develop and execute effective customer support and success strategies.
• Proficiency in customer support software, CRM systems, and analytics tools.
• Strong analytical skills with the ability to interpret data and make data-driven decisions.

• Competitive salary and performance-based bonuses.
• Paid days off per year
• Opportunities for professional development and career advancement
• Advanced reporting tools and a team of data analysts will help you gain oversight
• A dynamic and inclusive work environment.
• Fully remote (worldwide) opportunity or hybrid
• If you work on-site at our awesome office in Paphos, we want you energized! Free snacks, fruits, spirits and coffee for everyone.
• Flexibility and work-life balance