Global Support Manager @ Axon

Global Support Manager

Posted on 2/15/2023

INACTIVE

Locations

London, UK

Experience Level

Entry

Junior

Mid

Senior

Expert

Requirements

Bachelor's Degree or equivalent work experience
Experience building and scaling international support teams
Experience with an indirect sales model and overseeing vendor/partner performance is preferred
Tier 1 and Tier 2 direct management experience or relevant Axon Customer Support experience
Technology/Software/SaaS industry experience; Connected device/IOT experience preferred
Extensive support CRM experience and ability to develop reporting to align with business needs; Salesforce.com experience strongly preferred
Experience with call center technology, including ACD, workforce management agent productivity tools, and quality management tools; Cloud-based telephony experience preferred
Superb attention to detail, strong planning and organization skills, and the ability to multi-task, prioritize and deliver in a fast-paced, dynamic environment
Must be experienced and comfortable working in a fast-paced entrepreneurial environment and able to deal well with change and ambiguity
Experience with Network elements, Protocols, Services and Transport layer, firewalls, load balancers, IDS, routers, switches, VLAN and Internet working protocols preferred (Networking certifications are a nice-to-have)

Responsibilities

Lead, motivate, and mentor a geographically diverse team of Tier 1 Tech Support Representatives and Tier 2 Tech Support Engineers
Monitor, measure and co-manage indirect partner support performance
Develop and implement policies for handling of customer tickets/calls to align with the unique geographical requirements
Partner with department leadership to set our international support strategy
Drive internal support team performance against team KPI targets including call/case SLAs, attendance, and CSAT metrics
Regularly analyze and review support data to identify trends and opportunities for improvement & training
Maintain in-depth working knowledge of the company's products, systems and processes; make recommendation on training needs for internal and partner support teams
Partner with the internal stakeholders (i.e. sales, professional services, CSM) to understand and resolve complex CSAT issues
Manage hiring, training, and employee satisfaction for our EMEA and APAC support team
Provide leadership and oversight of incident, problem and change management; Create innovative solutions to expand and enable the duties of our L1 and L2 international support team to minimize escalations to engineering
Act as the Voice of the Customer, partnering with our technology organization to drive improvements across our suite of products and services
Achieve customer focused OKRs and Global Support metrics
Ensure industry and department best practices are followed and reflect current standards for best-in-class support

Join Axon and be a Force for Good.

At Axon, we’re on a mission to Protect Life. We’re explorers, pursuing society’s most critical safety and justice issues with our ecosystem of devices and cloud software. Like our products, we work better together. We connect with candor and care, seeking out diverse perspectives from our customers, communities and each other.

Life at Axon is fast-paced, challenging and meaningful. Here, you’ll take ownership and drive real change. Constantly grow as you work hard for a mission that matters at a company where you matter.

Your Impact

As the Manager, Global Support, reporting to our Director of Technical Support, you will be instrumental in our goal of building and scaling our global support team to deliver a seamless, best-in-class support experience. Additionally, you will partner directly with leaders across the organization to help drive key strategic decisions relating to our global support operations and international customer experience.

You will join an environment that favors agility, initiative, and creative thinking. We genuinely love what we do and are looking for those who share this passion. Come work with us in a dynamic environment in which you’ll use your passion, technical experience, and strong problem-solving skills.

What You’ll Do

Location: London, UK (Remote)
Reports to: Director, Technical Support
Direct Reports: 5

Lead, motivate, and mentor a geographically diverse team of Tier 1 Tech Support Representatives and Tier 2 Tech Support Engineers
Monitor, measure and co-manage indirect partner support performance
Develop and implement policies for handling of customer tickets/calls to align with the unique geographical requirements
Partner with department leadership to set our international support strategy
Drive internal support team performance against team KPI targets including call/case SLAs, attendance, and CSAT metrics
Regularly analyze and review support data to identify trends and opportunities for improvement & training
Maintain in-depth working knowledge of the company’s products, systems and processes; make recommendation on training needs for internal and partner support teams
Partner with the internal stakeholders (i.e. sales, professional services, CSM) to understand and resolve complex CSAT issues
Manage hiring, training, and employee satisfaction for our EMEA and APAC support team
Provide leadership and oversight of incident, problem and change management; Create innovative solutions to expand and enable the duties of our L1 and L2 international support team to minimize escalations to engineering
Act as the Voice of the Customer, partnering with our technology organization to drive improvements across our suite of products and services
Achieve customer focused OKRs and Global Support metrics
Ensure industry and department best practices are followed and reflect current standards for best-in-class support

What You Bring

Bachelor’s Degree or equivalent work experience
Experience building and scaling international support teams
Experience with an indirect sales model and overseeing vendor/partner performance is preferred
Tier 1 and Tier 2 direct management experience or relevant Axon Customer Support experience
Technology/Software/SaaS industry experience; Connected device/IOT experience preferred
Extensive support CRM experience and ability to develop reporting to align with business needs; Salesforce.com experience strongly preferred
Experience with call center technology, including ACD, workforce management agent productivity tools, and quality management tools; Cloud-based telephony experience preferred
Superb attention to detail, strong planning and organization skills, and the ability to multi-task, prioritize and deliver in a fast-paced, dynamic environment
Must be experienced and comfortable working in a fast-paced entrepreneurial environment and able to deal well with change and ambiguity
Experience with Network elements, Protocols, Services and Transport layer, firewalls, load balancers, IDS, routers, switches, VLAN and Internet working protocols preferred (Networking certifications are a nice-to-have).

Don’t meet every single requirement? That’s ok. At Axon, we Aim Far. We think big with a long-term view because we want to reinvent the world to be a safer, better place. We are also committed to building diverse teams that reflect the communities we serve.

Studies have shown that women and people of color are less likely to apply to jobs unless they check every box in the job description. If you’re excited about this role and our mission to Protect Life but your experience doesn’t align perfectly with every qualification listed here, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

Important Notes

The above job description is not intended as, nor should it be construed as, exhaustive of all duties, responsibilities, skills, efforts, or working conditions associated with this job. The job description may change or be supplemented at any time in accordance with business needs and conditions.

Some roles may also require legal eligibility to work in a firearms environment.

Axon’s mission is to Protect Life and is committed to the well-being and safety of its employees as well as Axon’s impact on the environment. All Axon employees must be aware of and committed to the appropriate environmental, health, and safety regulations, policies, and procedures. Axon employees are empowered to report safety concerns as they arise and activities potentially impacting the environment.

We are an equal opportunity employer that promotes justice, advances equity, values diversity and fosters inclusion. We’re committed to hiring the best talent — regardless of race, creed, color, ancestry, religion, sex (including pregnancy), national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, genetic information, veteran status, or any other characteristic protected by applicable laws, regulations and ordinances — and empowering all of our employees so they can do their best work. If you have a disability or special need that requires assistance or accommodation during the application or the recruiting process, please email [email protected]. Please note that this email address is for accommodation purposes only. Axon will not respond to inquiries for other purposes.

1,001-5,000 employees

Website

Military & defense technology

Company Overview

Axon provides electronic control devices to law enforcement and corrections agencies.

Benefits

Medical, Dental, Vision
Fitness Programs
Mental Health
Pre-Tax Savings (401k, HSA, FSA)
Annual Bonuses
Stocks
Remote Work
Paid Time Off
Parental Leave
Room to Grow
Leadership Development Program
Learning and Development

Company Core Values

Be obsessed
Aim far
Win right
Own it
Join forces
Expect candor

Join Axon and be a Force for Good.

Your Impact

What You’ll Do

Location: London, UK (Remote)Reports to: Director, Technical SupportDirect Reports: 5

What You Bring

Location: London, UK (Remote)
Reports to: Director, Technical Support
Direct Reports: 5