Global Director of Customer Support

<p>We're looking for a motivated and results-driven <strong>Global Director of Customer Support </strong>to guide and enhance our customer support organization. </p> <p>You'll be a key member of the Customers for Life Leadership team, responsible for high-quality customer experiences for our 16,000 customers. </p> <p><strong>In this role, you'll …</strong></p> <ul> <li>Be ensuring operational excellence and scalability for our 35 support professionals in Helsinki, Dublin, Atlanta, Singapore, and our BPO partner locations.</li> <li>Develop a capable, efficient support team, implementing operational improvements and maintaining a 95% customer satisfaction rate with innovative solutions.</li> <li>Be responsible for optimizing our support processes, leveraging technology and automation, and promoting a culture of customer advocacy within the organization.</li> </ul> <p> </p> <p><strong>Your day-to-day work and responsibilities include…</strong></p> <p><strong>Strategic Leadership &amp; Team Management:</strong></p> <ul> <li>Develop and execute a global customer support strategy aligned with the company's business goals.</li> <li>Encourage collaboration, accountability, and growth within the global support team.</li> <li>Establish and monitor key performance indicators (KPIs) to measure team performance, customer satisfaction, and operational efficiency.</li> <li>Manage implementation of a new Customer Support Platform.</li> <li>Ensure seamless data migration, integration, and reporting with other relevant systems.</li> </ul> <p><strong>Ticket Volume Reduction:</strong></p> <ul> <li>Use strategic support initiatives to enable customers to resolve their issues (FAQs, articles, etc.)</li> <li>Analyze ticket data for trends — give actionable insights to product development for volume reduction.</li> </ul> <p><strong>Operational Efficiency Optimization:</strong></p> <ul> <li>Identify and implement process improvements and automation to streamline workflows and increase operational efficiency.</li> <li>Ensure adequate global coverage through headcount and resource analysis.</li> <li>Develop and maintain comprehensive documentation of support processes and procedures.</li> </ul> <p><strong>BPO Expansion:</strong></p> <ul> <li>Oversee and enhance the growth and performance of our BPO operations in the Philippines (scope, vendors, partnerships, and SLAs)</li> </ul> <p><strong>Customer Advocacy:</strong></p> <ul> <li>Act as a supporter and cultivate meaningful connections with the customers</li> <li>Consistently solicit customer feedback and use it to improve our products and services.</li> <li>Managed and resolved escalated customer issues in a timely and professional manner.</li> </ul> <p> </p> <p><strong>This position is for you if you have…</strong></p> <ul> <li>10+ years of experience in global customer support, with at least 5 years in a leadership role.</li> <li>Proven experience in leading, motivating, and developing high-performing teams.</li> <li>Strong strategic thinking to align team goals with the broader company vision and a track record of driving results and achieving team objectives.</li> <li>Adaptability and resilience in navigating a dynamic and evolving environment.</li> <li>Highly effective communication, relationship-building, and presentation capabilities.</li> <li>Demonstrated ability to effect change and improve efficiency in rapidly evolving market conditions.</li> <li>Highly skilled analytical and problem-solving skills, addressing core customer concerns.</li> <li>Designed and overseen ticket management systems (such as Zendesk and Salesforce Service Cloud).</li> <li>Experience working with BPOs and managing offshore teams.</li> <li>Deep understanding of customer support best practices and industry trends.</li> <li>Advanced organizational and project management skills.</li> </ul> <p> </p> <p><strong>We also appreciate it if you have…</strong></p> <ul> <li>Experience in the marketing technology industry.</li> <li>Bachelor's degree in a related field (MBA, etc.).</li> <li>Ability to travel internationally as needed.</li> </ul> <p> </p> <p><strong>Benefits we offer…</strong></p> <ul> <li>The competitive compensation package, including equity </li> <li>Great work equipment and home office allowance for those working in our fully remote locations</li> <li>Health care benefits and leisure time insurance</li> <li>Annual learning budget</li> <li>Sports and wellbeing allowance</li> </ul> <p>Benefits may vary depending on location. </p> <p> </p> <p>Hear why our team likes it here at <a href="https://supermetrics.com/careers/life-at-supermetrics">supermetrics.com/careers/life-at-supermetrics</a></p> <p>#LI-Remote / #LI-Hybrid #LI-FullTime #LI-MiddleToSeniorLevel</p> <p><br/>Supermetrics is committed to providing a welcoming and inclusive workplace for all. We believe that a diverse workforce is a strong workforce, and we are dedicated to creating an environment where everyone feels valued and respected.<b