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Global Support Manager
Posted on 2/15/2023
London, UK
Experience Level
  • 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)
  • 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

1,001-5,000 employees

Military & defense technology
Company Overview
Axon provides electronic control devices to law enforcement and corrections agencies.
  • 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