Naviga Talent is a recruiting agency that connects leading enterprises with top-tier professionals.
Our client, one of the fastest-growing global brokerage companies, operating in over 50 countries is seeking a Head of User Support to oversee support operations, ensure exceptional customer experiences, and drive high team performance.
The ideal candidate should be proficient in Spanish, have 3+ years of experience in a support position within a brokerage company, and exhibit a self-starter attitude.
This is an onsite role at the company's Brickell office.
Responsibilities:
1. Team Leadership and Management:
- Lead and manage a team of user support representatives, setting performance targets and providing guidance for continuous improvement.
- Foster a collaborative and high-performing team culture, promoting teamwork, open communication, and knowledge sharing.
- Conduct regular team meetings, performance reviews, and individual development plans to enhance team productivity and professional growth.
2. User Experience:
- Develop and implement strategies to deliver exceptional customer experiences, maintaining high levels of customer satisfaction.
- Handle escalated customer inquiries and issues, ensuring timely and effective resolution while upholding company values and policies.
3. Process Improvement:
- Identify areas for process enhancement within the support function, streamlining workflows to improve efficiency and reduce response times.
- Collaborate with cross-functional teams to implement improvements, contributing to the overall enhancement of the customer journey.
4. Performance Analysis:
- Monitor and analyze support team performance metrics, generating regular reports and insights for senior management.
- Identify trends, patterns, and areas of improvement to enhance operational efficiency and customer satisfaction.
Requirements:
- 3+ years of experience in customer support roles,
- Ideally 2+ years in a leadership or management capacity.
- Prior experience within the brokerage industry.
- In-depth knowledge of trading platforms.
- Proficiency in English and Spanish.
- Proven track record of successfully managing and developing teams to achieve high performance standards.
- Strong communication, interpersonal, and conflict-resolution skills.
- Resilient and adaptable personality, capable of handling challenging situations with professionalism.
- Ability to thrive in a fast-paced and evolving environment.
All applicants are required to have legal authorization to work in the United States.