Head of Customer Support

Salonkee is on the lookout for a Head of Customer Support to lead our multilingual support teams within the Customer Success Department. This strategic role demands an experienced leader who can effectively manage our customer support operations across French, German, and Dutch markets, aligning with the overall objectives of our Customer Success Managers and Implementation Team.

**What will you be doing**:

- Ensure that the Customer Support teams are integrated effectively with the broader Customer Success Department, fostering a unified approach to customer experience.
- Oversee the training and development of three customer support teams, with a strong focus on coaching junior team members and empowering team leads.
- Design and implement customer support strategies that support and enhance the broader goals of the Customer Success Department.
- Track and evaluate team performance, establish benchmarks, and provide constructive feedback to drive continuous improvement.
- Regularly assess and enhance support processes and tools to increase team efficiency and customer satisfaction.
- Coordinate closely with Customer Success Managers and the Implementation Team to align support services with product updates and client onboarding.
- Create effective feedback loops and address escalated issues promptly to maintain high customer satisfaction and loyalty.

**What you'll need to have**:

- At least 3 years of experience in managing customer support teams, preferably in a multilingual environment.
- Strong leadership and team development skills, particularly in mentoring and coaching junior staff and team leads, being hands on with clients when needed and lead by example
- Technology Proficiency: High proficiency in using major support tools; experience with Intercom and Aircall is highly advantageous.
- High proficiency in using major support tools; experience with Intercom and Aircall is highly advantageous.
- Fluent in English and French; additional proficiency in Dutch, German, or Italian is beneficial.
- Strategic and Analytical Thinking: Ability to develop strategies and analyze data to enhance customer support operations within a larger customer success framework.
- Problem-Solving Skills: Excellent problem-solving capabilities to navigate complex customer issues and internal challenges effectively.

**We offer**:

- The opportunity to make a meaningful impact on the company's success
- A permanent contract, providing stability and long-term growth potential
- Flat hierarchies that promote open communication and encourage putting your ideas forward
- An international team with colleagues from diverse backgrounds and countries, fostering a multicultural work environment
- Regular company events to foster team bonding and create opportunities for networking and collaboration
- Enjoy perks such as free coffee and lunch vouchers
- Experience an amazing company culture that values teamwork, creativity, and a positive work atmosphere
- Expect plenty of fun and exciting moments as we work together towards our shared goals

**Why Join Salonkee?**

Joining Salonkee as the Head of Customer Support places you at the heart of our customer engagement strategy, influencing both the success of our support operations and the satisfaction of our clients. This role provides an opportunity to lead in a vibrant environment, where your skills will play a crucial role in advancing our mission to revolutionize the hair and beauty industries through innovative digital solutions. Your leadership will directly contribute to our growth and our commitment to excellence in customer service.