HEAD OF SUPPORT

Job description

Chrilan Technology Limited is looking for an experienced and highly organised Head of Support to lead our customer and technical support function.

The successful candidate will be responsible for ensuring that customer issues are properly investigated, clearly documented, resolved within agreed timelines and communicated professionally. This is a hands-on leadership role requiring strong people management, customer service and technical problem-solving skills.

Key Responsibilities

• Lead, supervise and support the customer support team.
• Oversee all support tickets from initial reporting through to resolution and closure.
• Ensure issues are properly investigated and reproduced before being escalated to the development team.
• Prioritise urgent and business-critical customer issues.
• Maintain clear communication with customers and provide regular progress updates.
• Coordinate with developers, implementation teams and account managers to resolve escalated matters.
• Monitor response and resolution times and ensure service standards are consistently met.
• Review the quality and accuracy of support reports, ticket notes and customer communication.
• Identify recurring issues and recommend permanent solutions or process improvements.
• Prepare regular support performance and outstanding-ticket reports for management.
• Train, mentor and manage the performance of support team members.
• Build strong working relationships with key customers and manage difficult escalations professionally.

Requirements

• Demonstrated experience leading a customer support, help desk or technical support team.
• Strong understanding of software support and issue troubleshooting.
• Excellent written and verbal communication skills.
• Strong leadership, organisation and follow-up skills.
• Ability to manage multiple priorities and work effectively under pressure.
• Ability to translate customer problems into clear, actionable technical information.
• Experience working with ticketing or customer support systems.
• A diploma or degree in Information Technology, Computer Science, Business Administration or a related field is an advantage.
• Experience supporting POS, ERP, hospitality, invoicing or other business software will be an added advantage.

What We Are Looking For

We are looking for someone who takes ownership, communicates clearly and does not allow customer issues to remain unattended. The ideal candidate must be able to lead a team firmly, investigate matters thoroughly and ensure that both customers and internal teams receive accurate information.

Location: Lusaka, Zambia

Employment Type: Full-time