Who are we?
Parvana was launched in 2006 by Sinead and David Baker. The market responded incredibly well to our passionate, high energy and fast response approach.
Honesty, integrity and providing a great service are our key values. The Parvana team share in the same values. Our team is dedicated and committed to finding you your dream job. We have hired th...
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Develop and implement a 24/5 customer support strategy that aligns with company goals and ensures a high level of service for our customers.
Identify opportunities for process improvements and technology enhancements to streamline resolutions, boosting both customer satisfaction and team efficiency.
Create metrics, dashboards, and reports to provide clear visibility into support processes, promoting accountability across the organisation.
Build tools and processes that empower cross-functional teams, including executives, to stay aligned and accountable in delivering customer success.
Design a support team structure that encourages growth, development, and success for every team member.
Recruit, train, and mentor a high-performing, customer-focused support team.
Cultivate a culture of customer obsession, setting clear goals and providing regular coaching to drive performance and satisfaction.
Foster strong cross-functional relationships to ensure customer needs are met, and contribute to RFP processes and customer agreement reviews as needed.
What you will need:
A relevant tertiary qualification would be beneficial.
8 - 10 years of senior-level management experience in service support, leading customer support teams for global enterprise organisations with direct customer interaction.
Excellent written and verbal communication skills, including strengths in motivation, persuasion, and documentation.
Proven ability to effectively plan and prioritise business goals and objectives in fast-growing or rapidly changing environments.
Strong analytical skills to translate quantitative and qualitative data into actionable strategies, with extensive experience developing and implementing new processes.
In-depth knowledge of Zendesk or similar SaaS customer support platforms, as well as experience in resource planning tools and procedures.
Familiarity with global or decentralised support matrices and experience deploying help centres to enhance customer support operations.
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