For our customer Miss Group, we are looking for a strong Head of Support Migration.

The Head of Support Migration plays a critical role in ensuring a smooth transition of customers and services to a new platform while maintaining exceptional service quality.

This role involves managing customer tickets, creating user documentation, and collaborating closely with local support managers and teams to prepare for and execute platform migrations. The ideal candidate is a problem-solver, an excellent communicator, and has a strong customer-focused mindset.

You will get the following key responsibilities: 

1 - Ticket Handling & Customer Support:

Address and resolve tickets referred by local support teams related to:

  • Login issues for cross-platform customers.

  • Cross-platform service integration challenges.

  • Moving services between legacy and new platforms.

  • Act as the escalation point for migration-related technical or customer-specific issues.

2 - Documentation Development:

  • Create clear and concise FAQs for login and cross-platform services.

  • Develop customer-facing migration guides to assist users in transitioning to the new platform with minimal friction.

  • Produce internal guides and documentation on handling platform-specific products and services.

3 - Local Team Enablement:

Assist local teams in preparing for the go-live of:

  • New storefront systems.

  • Platform migrations.

  • Implementation of new tools or systems.

  • Provide hands-on support during the rollout phases to ensure readiness.

4 - Migration Assistance:

  • Support local teams during large-scale customer migrations to ensure minimal disruption and efficient onboarding.

  • Assist with individual customer migrations by addressing specific challenges or unique requirements during the transition process.

5 - Process Improvement:

  • Work closely with the local teams to identify recurring issues and implement solutions to streamline the migration process.

  • Gather feedback from teams and customers to continuously improve workflows, guides, and tools.

Required Skills & Qualifications:

Education & Experience: 

  • 6-8+ years of experience in customer support, platform migrations, or IT-related support roles.

  • Experience from the hosting industry or subscription-based SaaS

  • Experience in supporting multi-brand or multi-platform operations is a plus.

Technical Skills:

  • Proficiency in customer support tools and ticketing systems (e.g., Intercom, Zendesk, or Salesforce).

  • Familiarity with platform migration processes, including data and service transitions.

  • Basic understanding of login authentication and cross-platform integrations.

  • Experience with Jira and confluence is a plus.

Soft Skills:

  • Strong problem-solving skills with attention to detail.

  • Excellent written and verbal communication skills.

  • Ability to work collaboratively with cross-functional teams and manage competing priorities.

  • Patience and empathy when working with customers and support teams during high-stress migrations.

Preferred Qualifications:

  • Experience in producing technical documentation and guides.

  • Knowledge of best practices for platform migrations and go-live processes.

Key Performance Indicators (KPIs):

Resolution Time:

  • Average time to resolve tickets related to login and platform issues.

Documentation Quality:

  • Positive feedback from local teams and customers on guides and FAQs.

Migration Success:

  • Percentage of smooth, on-schedule customer migrations.

Team Satisfaction:

  • Local team feedback on readiness and support during migrations.

Customer Experience:

  • Improved customer satisfaction scores during and after the migration process.

This profile emphasizes the practical, customer-focused responsibilities of the role while highlighting collaboration with local teams and attention to detail in documentation and problem-solving.

About Miss Group:

Miss Group is founded in 2014. Miss Group is an International Digital Solutions provider that offers a range of Hosting related services at favorable prices. Some of the services offered include Web Hosting, Domain Registration, VPS, Dedicated Servers, Sitebuilder, SSL-Certificate, SEO Tools, Web Security and Domain Management. Miss Group is also an ICANN-accredited domain name registrar via Name SRS. Miss Group is headquartered in Stockholm, Sweden and has offices in Austria, Bulgaria, Canada, Denmark, Finland, India, Lithuania, Mexico, Spain, Switzerland, US and UK. 

How to Apply:

Send your application via email to hey@whatever.as. For any questions about this dream job, please don't hesitate to call us at 53 53 33 66.