Director of Customer Support

<p>Every day, millions of people from over 190 countries trust us to handle their precious creative ideas. </p><p></p><p>Since making our name with quick &amp; simple file-sharing, WeTransfer has evolved to help creators organize, share, and get feedback on their work – from inception right up to delivery. We showcase the best brands to more than 80 million users per month, and our editorial platform WePresent has championed unexpected stories of creativity from around the globe and features collaborations from world-famous artists, too. </p><p></p><p>Sounds like fun, right? Allow us to sweeten the deal: as a certified B Corporation, we do all of this while using business as a force for good, balancing people, the planet, and profit along the way.</p><p></p><p><strong>The Support team</strong> today comprises a group of caring individuals—including Support Agents and Support Specialists, led by (you) the future Director of Customer Support and 2 Co-Team Leads. Our priority is to take care of our global user base, making sure they feel safe and confident about all things file-sharing (and more). We connect with our customers through Zendesk, Facebook and Twitter. Being the first point of contact users have with our Brand is a big responsibility—especially when it comes to advocating for our users towards the company, but equally when it comes to being an ambassador for WeTransfer’s values and brand towards the outside world. The good news: Our team is amazing and growing fast and we are on the lookout for an experienced Director to join us to take our Support Team to even greater heights. Does this sound like a mission you could get behind?<br/><br/><strong>What you’ll be doing: </strong></p><p>We are seeking an experienced and passionate leader to lead our existing Customer Support team and grow our support capability. In this role, you will be responsible for setting the strategy, vision, and mission for the support organization. This includes growing our existing B2C support function and developing our B2B support capability. You will provide leadership, empower team members, and ensure a strong sense of ownership over their work. Collaboration with product engineering teams and engineering leadership is crucial to understanding and aligning problem-solving efforts. You will oversee team members, provide feedback and support their career growth. Setting and monitoring performance goals, managing project workloads, and representing the team. You will contribute to hiring key talents, maintaining budgets, and balancing customer needs with company goals. You will work closely with business leaders to drive growth and efficiency while prioritizing team well-being and effectiveness. Furthermore, you will liaise with account managers, represent the Support team to senior leadership, and provide insights for product and business roadmap planning.</p><p></p><p><strong>Key Deliverables: </strong></p><ul><li><p>Provide leadership and empower team members to take ownership of their work</p></li><li><p>Develop B2B support capability and team within the company</p></li><li><p>Collaborate with product engineering teams and engineering leadership</p></li><li><p>Recruit, retain, manage, and grow key talent and ensure necessary skills are in place</p></li><li><p>Manage and monitor project workloads</p></li><li><p>Define strategy, vision, mission, and roadmaps for the mid and long-term</p></li><li><p>Establish and rally the team around shared vision and priorities across the organization</p></li><li><p>Drive continuous growth and efficiency of the support function</p></li><li><p>Understand operational requirements and allocate project work effectively</p></li><li><p>Utilize tools within budget and maintain connections with account managers</p></li><li><p>Represent the support team and user's voice to senior leadership</p></li><li><p>Provide insights and advocacy for customer needs</p></li><li><p>Track and manage key metrics, SLAs, and KPIs for the team</p></li><li><p>Support overall company goals regarding customer happiness and success</p></li></ul><p><strong>Skills, experience, and professional qualifications </strong></p><ul><li><p>8+ years of experience managing an operational B2B/B2C Customer Support team</p></li><li><p>Experience building a B2B support function</p></li><li><p>Excellent written and oral communication skills in English</p></li><li><p>Strong understanding of technology and experience with relevant tools</p></li><li><p>Passion for fostering good customer-facing practices and processes</p></li><li><p>Experience with operations and process improvement</p></li><li><p>Active listening and facilitation skills for tough conversations</p></li><li><p>Ability to prioritize tasks and delegate when necessary</p></li><li><p>Project management skills and ability to oversee and lead projects</p></li><li><p>Coaching and mentoring abilities for team development</p></li><li><p>Self-directed, analytical, and highly respon