HEAD OF SUPPORT

Head of Support Jobs in Lusaka – Lead Customer & Technical Support at Chrilan Technologies Ltd

Chrilan Technologies Ltd is seeking a highly organised and experienced professional to fill the role of Head of Support. This pivotal position is based in Lusaka, Zambia, and offers a full-time opportunity for an individual passionate about delivering exceptional customer service and leading technical support teams. If you are looking for head of support jobs in Lusaka that combine leadership with hands-on problem solving, this role offers a rewarding challenge.

About the Role: Head of Support Jobs in Lusaka

As the Head of Support, you will oversee the entire customer and technical support function, ensuring that all customer issues are thoroughly investigated, clearly documented, and resolved within agreed timelines. Your leadership will be essential in maintaining high service standards, fostering clear communication, and coordinating with internal teams to resolve complex issues efficiently.

Key Responsibilities

• Lead, supervise, and support the customer support team to deliver excellent service.
• Manage all support tickets from initial report through to resolution and closure.
• Ensure thorough investigation and reproduction of issues before escalation to development teams.
• Prioritise urgent and business-critical customer concerns effectively.
• Maintain transparent communication with customers, providing regular progress updates.
• Collaborate with developers, implementation teams, and account managers to resolve escalated matters.
• Monitor response and resolution times to consistently meet service standards.
• Review support reports, ticket notes, and customer communications for accuracy and quality.
• Identify recurring problems and recommend permanent solutions or process improvements.
• Prepare regular performance and outstanding-ticket reports for senior management.
• Train, mentor, and manage the performance of support team members.
• Build strong relationships with key customers and professionally manage difficult escalations.

Candidate Requirements

• Proven experience leading customer support, help desk, or technical support teams.
• Strong knowledge of software support and troubleshooting methodologies.
• Excellent written and verbal communication skills.
• Demonstrated leadership, organisation, and follow-up capabilities.
• Ability to handle multiple priorities and work effectively under pressure.
• Skilled at translating customer issues into clear, actionable technical information.
• Experience with ticketing or customer support systems.
• A diploma or degree in Information Technology, Computer Science, Business Administration, or related fields is advantageous.
• Experience supporting POS, ERP, hospitality, invoicing, or other business software is a plus.

What We Are Looking For

We seek a proactive individual who takes ownership of customer issues and communicates clearly to ensure no concern remains unattended. The ideal candidate will lead the support team decisively, investigate problems thoroughly, and ensure both customers and internal teams receive accurate, timely information.

Additional Information

How to Apply

Interested candidates are invited to submit their applications via email to info@chrilantech.com. Please include a detailed CV highlighting your relevant experience and qualifications for this head of support job in Lusaka.