Head of Support Team

Responsibilities

• Articulates value and impact of function through customer satisfaction scoring, delivery metrics,      stakeholder satisfaction & continuous business improvements 
• Lead, coach and manage the EMEIA Support Team Managers , responsible for hiring, performance management and disciplinary decisions for these roles. 
• Orchestrates the delivery of efficient and responsive front-line customer support, including but not limited to change requests, technical issues, troubleshooting, product usage, and other general inquiries 
•  Responsible for definition, delivery and measurement of best-in-class customer support ensuring the team exceeds support performance KPIs and goals, including first response SLAs CSATs, and a right-first-time approach. 
• Is the point of escalation for Customer Support Team Managers, troubleshoots escalated issues, finds appropriate solutions, or triages further escalation as required. 
• Analyses and identifies recurring customer issues and proactively identifies and proposes solutions. 
• Monitors and reports team activities in JSM 
• Uses technology, data and rigorous business & root cause analysis to enhance both scale and impact, improve efficiencies and margins, and drive customer engagement strategies within the Customer Support function 
• Liaises and partners with various teams across the company on best practice tactics to ensure an enhanced customer experience; bring the customer voice into the company. 
• Implement and continually refine processes across the Customer Support organization. 
• Works cross-functionally and builds strong relationships with New Business, Account Management, Customer Success, Customer Onboarding, Customer Operations, and all other in-country and EMEIA wide stakeholders. 

Experience Required

• Proven ability to drive improvements, cross-functionality, representing the Support team, with the customer experience at the core. 
• Proven experience in managing customer-facing Managers & teams in a similar capacity (customer support, technical support) 
• Significant experience in customer/public relations or communications is desirable 
• Strong leader & collaborator with proven abilities to partner with internal stakeholders in support of fostering a cohesive and compelling customer experience 
• Advanced listening and verbal communication skills to understand both team & client needs or problems and respond clearly and concisely.  
• Solid relationship building, influence and negotiation skills 
• Advanced project management skills and methodologies with expertise for organizing and leading multidiscipline teams and projects simultaneously. 
•  In-depth analytical, problem diagnosis and creative problem-solving skills with the ability to identify, recommend and implement changes and improvements 
• Adaptable to change and thrive in a fast-paced environment, managing conflicting priorities 
• Champions and implements industry best practices, current trends, with team members to enhance the overall quality and efficiency of customer support. 
• In-depth expertise with Salesforce/JSM  or similar CRM software is required 
• Working knowledge of MS Office Suite including Word, Excel, PowerPoint is required

What we Offer

• Holiday - 25 days holiday and 4 Wellness days per year to encourage a healthy work-life balance!
• An open and informal working environment defined by high levels of personal responsibility and follow-through;
• An opportunity to partner with colleagues across the global offices of a social media SaaS industry leader;