Head of Customer Support (IT - Remote)

  • Information Technology
  • Johannesburg
  • 01/10/2024
  • Wage Agreement
  • Full Time
  • Urgent

Join us on our mission to enable people to reconnect with nature and be able to work from wherever they are happiest.

V2 Cloud is not a regular tech SaaS start-up. We were and will be Round “O” financed. “O”rganic growth independence means we're not pressured by external investors' interests or timelines, enabling us to prioritize long-term innovation over short-term gains. Each year we share our profits with employees, and none of them are assholes, because life is too short to work with assholes.

Your role:

The Head of Support in V2 is responsible for leading, managing, and optimizing the customer support function. This role involves overseeing a team of support professionals, defining and implementing support strategies, and ensuring the highest level of customer satisfaction. For V2 it is a critical role in maintaining and enhancing the reputation of the company by providing fanatical support to its customers.

As part of V2 Cloud, you will:

  • Strategically lead and manage a team of Tech Support Specialists and Team Leads,
  • develop and implement a customer support strategy that aligns with the company's overall goals and objectives,
  • Ensure a Fanatical customer satisfaction,
  • Utilize technology tools and systems to enhance customer service operations,
  • Continuously assess and improve customer service processes to enhance efficiency and effectiveness,
  • Collaborate with other departments such as product development, marketing, and sales to ensure that customer feedback is incorporated and that the customer service team is aligned with the broader organization,
  • Provide regular reports to senior management on key performance indicators, customer feedback, and the overall health of the customer service operation.

You know or you have proved yourself in:

  • Proven experience of 5+ years in customer support or related field, with a strong background in technology (experience in Cloud and SaaS products is a plus)
  • Excellent leadership and management skills with experience in leading large teams
  • Fluent in written and verbal English to a professional level (extra languages are a bonus)
  • Strive to be a leader and not a boss
  • Be able to perform under minimal supervision and with complete autonomy
  • Be comfortable with a completely remote work setting and managing a team in different timezones (previous experience in asynchronous roles is a plus)

You'll have the opportunity to contribute creating the best remote work experience for people and companies.

Need more reasons to join?

Our fully remote crew, stationed on planet Earth (for now), coming from different social realities and experiences, is a blend of youthful energy, dynamic innovators, and customer champions, redefining the way that we live, we work and learn. We believe that Together as a Team (and not just as a collection of people) we are Invincible

The process?

Instead of talking about resumes too much, we kick off our journey together with an engaging assessment that lets your skills do the talking. So don't hesitate - let's embark on this mission together

We are flexible on the contractor/contributor basis for cooperation, Our compensation is competitive. We discuss it individually to make it best for you and adjust it to your country requirements.

Job Type: Full-time

Salary: From R55,000.00 per month

Application Question(s):

  • Have you managed teams directly and indirectly (managing people managers)?


  • Managing Support Team: 5 years (Preferred)


  • English (Required)