Global Director of Customer Support

We're looking for a motivated and results-driven Global Director of Customer Support to guide and enhance our customer support organization. 

You'll be a key member of the Customers for Life Leadership team, responsible for high-quality customer experiences for our 16,000 customers. 

In this role, you'll …

• Be ensuring operational excellence and scalability for our 35 support professionals in Helsinki, Dublin, Atlanta, Singapore, and our BPO partner locations.
• Develop a capable, efficient support team, implementing operational improvements and maintaining a 95% customer satisfaction rate with innovative solutions.
• Be responsible for optimizing our support processes, leveraging technology and automation, and promoting a culture of customer advocacy within the organization.

 

Your day-to-day work and responsibilities include…

Strategic Leadership & Team Management:

• Develop and execute a global customer support strategy aligned with the company's business goals.
• Encourage collaboration, accountability, and growth within the global support team.
• Establish and monitor key performance indicators (KPIs) to measure team performance, customer satisfaction, and operational efficiency.
• Manage implementation of a new Customer Support Platform.
• Ensure seamless data migration, integration, and reporting with other relevant systems.

Ticket Volume Reduction:

• Use strategic support initiatives to enable customers to resolve their issues (FAQs, articles, etc.)
• Analyze ticket data for trends — give actionable insights to product development for volume reduction.

Operational Efficiency Optimization:

• Identify and implement process improvements and automation to streamline workflows and increase operational efficiency.
• Ensure adequate global coverage through headcount and resource analysis.
• Develop and maintain comprehensive documentation of support processes and procedures.

BPO Expansion:

• Oversee and enhance the growth and performance of our BPO operations in the Philippines (scope, vendors, partnerships, and SLAs)

Customer Advocacy:

• Act as a supporter and cultivate meaningful connections with the customers
• Consistently solicit customer feedback and use it to improve our products and services.
• Managed and resolved escalated customer issues in a timely and professional manner.

 

This position is for you if you have…

• 10+ years of experience in global customer support, with at least 5 years in a leadership role.
• Proven experience in leading, motivating, and developing high-performing teams.
• Strong strategic thinking to align team goals with the broader company vision and a track record of driving results and achieving team objectives.
• Adaptability and resilience in navigating a dynamic and evolving environment.
• Highly effective communication, relationship-building, and presentation capabilities.
• Demonstrated ability to effect change and improve efficiency in rapidly evolving market conditions.
• Highly skilled analytical and problem-solving skills, addressing core customer concerns.
• Designed and overseen ticket management systems (such as Zendesk and Salesforce Service Cloud).
• Experience working with BPOs and managing offshore teams.
• Deep understanding of customer support best practices and industry trends.
• Advanced organizational and project management skills.

 

We also appreciate it if you have…

• Experience in the marketing technology industry.
• Bachelor's degree in a related field (MBA, etc.).
• Ability to travel internationally as needed.

 

Benefits we offer…

• The competitive compensation package, including equity 
• Great work equipment and home office allowance for those working in our fully remote locations
• Health care benefits and leisure time insurance
• Annual learning budget
• Sports and wellbeing allowance

Benefits may vary depending on location. 

 

Hear why our team likes it here at supermetrics.com/careers/life-at-supermetrics

#LI-Remote / #LI-Hybrid #LI-FullTime #LI-MiddleToSeniorLevel

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.