Head of Support (PK)

Who is ISB Global?   

ISB Global was founded in 1999 and is headquartered in London. We have offices in South Africa, Pakistan, and North America, with a great team also working in Portugal. ISB is proud to be very multi-cultural and ‘Global’ in its thinking and approach.

ISB Global currently has currently 150 team in these respective locations. Predominantly permanent staff, but a range of contractors to support project requirements.

We are passionate about the environment, working to enhance the Circular Economy, and Reduce Green House Gas Emissions.

What do we do?

ISB Global is a software development and consulting house, offering the world’s most advanced Environmental, Waste Management, and Recycling software.

ISB has three key pillars in its business, OutSystems, SAP, and AWS (Amazon Webservices). We are partners, and resellers and offer services in each.

Position Overview:

We are seeking a dynamic and experienced Head of Support to lead and manage our team. The ideal candidate will have a strong background in customer service, excellent leadership skills, and a passion for ensuring customer satisfaction. The Head of Support will be responsible for developing and implementing support strategies, overseeing daily operations, and fostering a customer-centric culture within the team.

Key Responsibilities:

• Leadership & Team Management:

  
  

• Lead, mentor, and manage the support teams, including technical support engineers, customer support representatives, and support specialists.

  
  

• Set clear performance objectives, conduct regular performance reviews, and ensure continuous professional development of the team.

  
  

• Foster a customer-centric culture, promoting proactive problem-solving and excellence in service delivery.

  
  

• Customer Support Operations:

  
  

• Develop and implement support policies, procedures, and best practices to ensure efficient handling of customer inquiries, issues, and escalations.

  
  

• Define and monitor key support metrics, such as response time, resolution time, and customer satisfaction, to ensure service level agreements (SLAs) are met.

  
  

• Oversee the management of support tickets, ensuring timely resolution and communication with customers.

  
  

• Implement feedback mechanisms to capture customer insights for continuous service improvement.

  
  

• Technical Problem Solving:

  
  

• Provide guidance on resolving complex technical issues related to the organization’s software solutions.

  
  

• Collaborate with development and engineering teams to troubleshoot, identify root causes, and implement solutions for software defects and customer-reported issues.

  
  

• Oversee escalations and coordinate resources for critical or high-impact issues that affect customer operations.

  
  

• Process Improvement & Innovation:

  
  

• Drive continuous improvement initiatives, leveraging technology and process enhancements to improve support efficiency and customer outcomes.

  
  

• Evaluate and implement customer support tools and systems, such as helpdesk software, knowledge bases, and self-service portals.

  
  

• Collaborate with product development teams to provide feedback from customers, identify trends, and contribute to product improvement strategies.

  
  

• Customer Engagement & Relationship Management:

  
  

• Develop strong relationships with key customers, acting as an advocate for their needs within the organization.

  
  

• Ensure proactive communication with customers regarding product updates, issue resolution, and maintenance schedules.

  
  

• Oversee customer onboarding and training to ensure customers can successfully use the organization's software products.

  
  

• Cross-functional Collaboration:

  
  

• Work closely with the implementation and development teams to ensure seamless transitions from project delivery to ongoing support.

  
  

• Partner with sales, marketing, and customer success teams to address customer feedback, enhance product value, and identify upsell opportunities.

  
  

• Represent the support function in senior management meetings, providing insights and updates on support performance and customer satisfaction.

  
  

Key Requirements

• Technical Expertise:

  
  

• Strong technical background with a deep understanding of software products, system architectures, databases, APIs, and cloud-based technologies.

  
  

• Experience with software development lifecycle (SDLC) and common tools used in software development and support (e.g., Jira, Zendesk, ServiceNow).

  
  

• Ability to understand complex technical issues and communicate effectively with both technical and non-technical stakeholders.

  
  

• Leadership Skills:

  
  

• Demonstrated leadership experience, including the ability to motivate, mentor, and build high-performance support teams.

  
  

• Excellent problem-solving, decision-making, and crisis-management skills.

  
  

• Ability to balance customer satisfaction with business objectives and resource management.

  
  

• Communication & Customer Focus:

  
  

• Outstanding verbal and written communication skills, with the ability to convey technical information clearly and effectively.

  
  

• Strong customer-centric mindset, with a track record of improving customer support processes and increasing customer satisfaction.

  
  

• Experience in managing customer relationships and expectations in high-pressure environments.

  
  

• Analytical & Strategic Thinking:

  
  

A data-driven approach to decision-making, with the ability to analyze support metrics, identify trends, and implement corrective actions.

• Ability to think strategically and align support functions with broader business goals.

  
  

• Desirable:

  
  

• Familiarity with ITIL or other service management frameworks.

  
  

• Understanding of Waste Management

  
  

• Education and Experience

  
  

• Bachelor’s degree in Business, Management, Computer science, Information Technology, or Engineering. Master’s degree preferred.

  
  

• 7+ years of experience in a software support leadership role, preferably within a software development or SaaS environment.

  
  

• Proven experience in managing a customer or technical support team, including handling escalations, metrics-driven management, and team development.

  
  

• 5+ International Experience