Deputy Head of Customer Support

ROLE PURPOSE The

Deputy Head of Support & AI Operations

is responsible for supporting and executing the global customer operations strategy across Customer Support and Telesales functions. The role combines operational leadership, process optimization, AI-driven customer experience transformation, and cross-functional collaboration to ensure scalable, efficient, and customer-centric operations across all markets.

PRIMARY RESPONSIBILITIES Support the implementation and execution of Customer Support and Telesales strategy. Act as deputy to the Global Head of Support, ensuring operational continuity and leadership support. Oversee daily Customer Support and Telesales operations, maintaining service quality and operational efficiency. Monitor and improve key KPIs including CSAT, FCR, SLA, escalation rate, reach rate, conversion, and quality metrics. Drive AI-powered customer service initiatives across voice and digital channels. Coordinate with internal stakehold...