Head of Customer Support

About us:

Signaturit Group is a company that is revolutionizing the way people do business through secure digital transactions. With over 250000 customers in more than 40 countries, we provide electronic signature and digital identification solutions that allow users to sign over 78 million documents digitally.

As a trusted third party, we are eIDAS certified and follow (to the letter!) European standards and the ANSSI General Security Regulation to offer all legal guarantees in terms of securing our customers’ online transactions.

We have offices in Madrid, Barcelona, Valencia, and Paris working together to help companies of any size and sector to optimize their administrative tasks related to document signing and digital communication.

Join the team that is building the European leader in trusted digital transactions! For more information, visit www.signaturit.com and follow us on Twitter.

Your mission:

We are currently looking for a Head of Customer Support to lead an international team of technical– savvy support and product experts focused on delivering a personal, high– quality experience to ensure excellent service standards and maintain high customer satisfaction.

• Lead and manage a team of support agents, providing guidance, mentorship, and training to ensure they deliver high– quality customer support.
• Ensure customer issues and inquiries are resolved in a timely and efficient manner. This involves setting and monitoring response and resolution time targets.
• Implement quality control measures to ensure that the support team consistently provides accurate, helpful, and consistent responses to customer inquiries.
• Allocate resources effectively, including personnel, tools, and technologies, to meet customer support demands and optimize team performance.
• Define and track key performance metrics, such as CSAT (Customer Satisfaction),NPS (Net Promoter Score), and response times, to measure the effectiveness of the support team and identify areas for improvement.
• Continuously improve support processes to enhance efficiency and customer satisfaction. This may include revising workflows, knowledge bases, and self– service options.
• Develop and implement procedures for escalating complex or unresolved issues to higher levels of support.
• Invest in the training and development of support team members to keep them updated on product knowledge and improve their skills.
• Collect and analyze customer feedback to identify recurring issues and areas where the product or support can be improved.
• Collaborate with other departments, such as product development, sales, and marketing, to ensure alignment on customer needs and to relay customer feedback.
• Implement and manage support tools and technologies, such as Zendesk, chatbots, and Salesforce systems, to streamline support operations and improve the customer experience.
• Ensure that customer support documentation, such as FAQs, guides, and knowledge base articles, is up– to– date and readily accessible to both customers and support agents.
• Ensure that customer support processes and data handling comply with relevant regulations and security standards aligned with Security and Legal departments.
• Develop plans and procedures for handling support operations during system outages, downtime, or other critical incidents.
• Promote a culture of customer– centricity within the organization, advocating for the needs and interests of customers.
• Provide regular reports to senior management on the performance of the support team and the customer support function.

Hierarchy and interactions:

• Reports to Vice President of Operations.
• Interacts with Sales, Engineering, Legal, Customer Success, Finance and HR.

Autonomy of the role:

Head of.

Location:

Spain

What experience and skills do you need?

• Leadership and Management: At least 8 years of proven experience in Technical Customer Support at a B2B SaaS company.
• Customer Focus: Deep understanding of customer needs, expectations, and the customer journey. Ability to advocate for the customer within the company and ensure a customer– centric approach.
• Technical Proficiency: Proficiency in the SaaS product and a deep understanding of its features and functionality. Familiarity with relevant technologies and tools, such as Zendesk, Chats, Salesforce, and analytics tools.
• Problem– Solving: Strong analytical and problem– solving skills to resolve complex customer issues. Proactive identification of patterns in customer problems and the ability to address root causes.
• Communication, empathy, and patience: Excellent written and verbal communication skills in both English and Spanish to interact with both customers and team members.The ability to convey complex technical information in a clear and understandable way.
• Data Analysis: Proficiency in using data and analytics to assess support performance, identify trends, and make data– driven decisions. Ability to create and interpret support related reports and metrics.
• Process Improvement: Ability to develop and execute a support strategy that aligns with the company’s goals and objectives. Long– term planning and goal– setting skills.
• Quality Assurance: Implementing quality assurance processes to maintain and improve the quality of support services. Monitoring and ensuring adherence to service level agreements (SLAs).Flexibility to adapt to changes, customer expectations, and company priorities.
• Training and Development: Developing and delivering training programs for support staff to enhance their skills and knowledge.
• Vendor and Tool Evaluation: The ability to assess and select third– party support tools or services that can improve support operations. Experience in implementing and managing outsourced resources.
• Regulatory and Compliance Knowledge: Awareness of industry regulations, data privacy, and compliance requirements relevant to the SaaS industry.
• Stakeholder Relationship Management: Building and maintaining positive relationships with key stakeholders, both internally and externally

What do we offer:

• Flexible remote work.
• Working hour flexibility (Mon– Tues 08:00– 10:00 / 17:00– 19:00, Frid 08:00– 10:00 / 15:00– 17:00).
• Intensive working day on Fridays, July and August.
• Catering service at the office.
• Health insurance 100% covered for you with family discount.
• Technical training with specialized platforms.
• English classes with native teachers.
• Birthday off.
• Snacks and fruit at the office.
• Referral bonus.
• Flexible compensation plan with Cobee.

We are looking forward to meeting you!

According to the Organic Law 3/2007 of March 22, Signaturit Group has set itself the goal of promoting the defence and effective application the principle of equality between men and women, avoiding any type of labour discrimination, guaranteeing the same income opportunities, working for the constitution of diverse teams.

Signaturit Group has signed an Equality Plan and within the commitment to comply with it, works to guarantee objectivity, as well as the gender perspective in its selection processes, through specialized training in equality for the people who participate in them.