VP, Global Customer Support

Strength in Trust 

At OneTrust, we help businesses around the world to make trust a competitive advantage. Our category-defining enterprise platform enables organizations to operationalize trust across privacy, security, data governance, GRC, third-party risk, ethics, and compliance, and ESG.

The Challenge

The VP of Global Customer Support is accountable for delivering a world class customer support experience. This role is a critical member of our Customer Experience leadership team.  They will work closely with Product, Engineering, Customer Success, Professional Services, and Operations teams to ensure we are delivering on our commitment. The ideal candidate is obsessed about building a top performing team, exceeding customer expectations, identifying themes driving case volumes and driving cross-team collaboration to help customers solve the need upstream, and establishing technology solutions to maximize team efficiency. 
 

Your Mission

• Own the Customer Support strategy and vision. 
• Lead the team to execute on the vision to ensure we are delivering best in class support to our customers.  
• Innovate, build and optimize the customer support process to enable customers to get a consistent, high quality support experience across all customer segments.  
• Define KPIs for the team and track and own progress to success. 
• Inspire and motivate the team to hit and exceed targets for support KPI’s. 
• Oversee and provide expertise in the development and implementation of strategies and processes to improve the customer support experience. 
• Partner with product and engineering to improve the product based on the voice of the customer.
• Own cross functional relationships and ways of working with Product, Engineering, Customer Success, Professional Services, and other teams. 
• Provide regular reporting on key KPIs.  
• Set and monitor targets for the team. 
• Effectively coach and performance manage team members. 
• Make OneTrust known industry-wide for its best-in-class customer support.

You Are

• Proven leader of Global Customer Support for a Software as a Service company.  
• A passion for delivering world-class customer experiences.
• A proven track record of building successful Customer Support teams. 
• An ability to manage a large global team effectively while maintaining high levels of motivation and engagement. 
• An ability to work collaboratively across multiple functions within an organization. 
• An analytical mindset with experience using data-driven insights to inform decision-making. 
• Excellent communication, presentation and interpersonal skills. 
   

Benefits

As an employee at OneTrust, you will be a part of the OneTeam. That means equity, bonuses, unlimited PTO, and 100% paid medical benefits (and that’s just the beginning!).  

Our employee rewards philosophy spans mental, physical, and emotional well-being because we want our people to succeed both in and out of the office. Some benefits differ depending on region, but here’s what you can expect from our OneTeam Total Rewards Program: 

• Competitive Compensation: We offer top pay for top talent with competitive total packages including equity for all, performance bonuses, and retirement savings with match. We’re also committed to fair and equitable pay practices. 
• Workstyle Flexibility: At home or in the office, we trust you to get the job done. Our people have the option to work in the office, fully remote, or a hybrid based on their role. Go green with commuter program discounts and in-office perks.  
• Career Development: You’re not just joining any company; you’re joining the company that built the category-defining software platform for trust. You can become an expert and earn industry certifications with training and exams paid for by us and access to our learning & development program and guest speaker series.  
• Employee Recognition: We celebrate our accomplishments the best way we know how – together. Our people are invited to attend employee appreciation social events (including our awesome annual holiday party), participate in ticket giveaways for local city events based on your home office location, and celebrate one another through our #CheersforPeers channel. 
• Focus on Wellbeing: Take the vacation or volunteer - we have unlimited PTO globally. You’ll also have access to ClassPass memberships, generous company holidays and your birthday off, paid sick days, Employee Resource Groups (or, as we call them, Employee Trust Groups), and other ways to get connected or support company diversity, equity, and inclusion goals.  
• Health Benefits: No