Job Overview:

K Line Europe an industry leader in clear aligners manufacturing is in search for an experienced and
dynamic Head of Customer Support to lead our customer support team.

As the Head of Customer Support, you will play a crucial role in ensuring exceptional customer
experiences, driving operational efficiency, and maintaining high standards of support excellence world wide.

Responsibilities:

• Provide visionary leadership to the entire customer support department.
• Communicate the department’s vision, goals, and objectives.
• Prioritize departmental needs and allocate resources effectively.
• Evangelize the importance of customer experience within the organization.
• Mentor and develop key customer support personnel.
• Develop and maintain operational guidelines.
• Resolve customer complaints and inquiries promptly.
• Lead the onboarding process for new customers.
• Address complex operational issues and concerns.
• Drive continuous improvement in customer support processes.
• Work closely with the Director of Sales and other stakeholders.
• Collaborate with cross-functional teams to enhance customer satisfaction.
• Promote a positive and collaborative work environment.
• Evaluate team performance and provide ongoing coaching.
• Monitor customer loyalty metrics.