Are you our new Head of Support? [CLOSED]

HIGHLIGHTS:

• Anywhere in the world - Fully remote work
• You decide when you work, no set hours!
• Full-time role

Note: Please READ the ENTIRE JOB POST and follow the instructions. We are looking for someone who pays attention to detail, and people who do not follow instructions will not be contacted.

What we offer

While thousands of companies are going back to the office after the 'COVID' Remote work hype, we stay! We were fully remote before. We still are and will forever be. In our company, we don't care how you are dressed at work. We offer an outstanding work-life balance and flexible working hours.

You'll be working in a dynamic and international team and are guaranteed to learn a ton from the company's leadership and your co-workers. Most importantly, you grow with the companies you serve. Every one of our sub-companies has its own bonus program, and as Head of support, you'll be working for all of them and thus be able to participate in each.

Who we are

We are KV Technology, a bootstrapped company incorporated in Hong Kong with two founders from India and The Netherlands, but both founders currently live in different countries. KV Technology is a HoldCo company for various bootstrapped smaller companies. We have one online product launch and affiliate marketing company and three smaller SaaS companies, and we are working hard to grow all of them together.

All products are in the online B2B marketing space:
 - KVSocial - Our Affiliate Marketing and Product Launch marketing company
 - Mailvio - Email marketing platform
 - Content Gorilla AI - Content generation
 - Whitelabelify - White label software to complete your funnels and leadgen

Plus we have some other products as well that currently don't fall under their own company like Kyvio, Meetvio and some others.

Job Summary

We are looking for somebody who takes initiative, is not afraid to speak his/her mind, is open-minded, and is ready to learn and grow. You are detail-oriented and great at analyzing problems to identify and solve them.

The most important factor in being a good fit for our team is that you must truly care about your work and be able to think critically about anything that happens in and around your work.

As head of support, it is your continuous mission to make our support a top-notch experience for our customers by improving processes, training support agents, and identifying opportunities for (AI-aided) automation opportunities.

You are comfortable and able to jump on calls with customers and do training videos and webinars if required.

We strongly believe that what isn't measured cannot be improved, so managing KPIs and Goals (OKRs) is also an important part of your role.

We are looking for a person who takes charge and ownership of their role, not somebody we need to follow up with regarding results, deadlines, etc.

KEY RESPONSIBILITIES

• Manage the support team (currently a team of 3)
• Work towards higher-level support quality (this can include hiring and even firing if needed)
• Work towards better around-the-clock support (that can include hiring)
• Manage & track KPIs (and improve them, and automate tracking where possible)
• Create & improve general support training and product-specific training
• Handle payment disputes in Paypal / Stripe swiftly
• Create a better customer-feedback loop system from support to the rest of the team including management

What it’s like to be part of our team:

• Opportunity to make a significant impact on the growth of the business.
• Collaborative and supportive team culture.
• We respect local holidays. You can take days off when you want. We just ask you to let us know (strictly) 2 weeks in advance so we can plan.
• Potential to grow in your role all the way to the top as an operator of one of our companies.

Please do the following to apply:
 - do NOT use AI to apply. Fantastic you know how to use it - we all do too, but if I read AI application it is an instant ‘next’.
 - Write a short bullet list of why we should hire you
 - Shoot a short video (3-5 minutes) of you presenting yourself and telling us about your relevant work experience, who you are as a person, your life values (what is important to you, not for us!) and why you are interested in this job