Partner Support Leader

Job Description

Are you ready to write your next chapter?

Make your mark at one of the biggest names in payments. With proven technology, we process the largest volume of payments in the world, driving the global economy every day. When you join Worldpay, you join a global community of experts and changemakers, working to reinvent an industry by constantly evolving how we work and making the way millions of people pay easier, every day.

What makes a Worldpayer? It’s simple: Think, Act, Win. We stay curious, always asking the right questions to be better every day, finding creative solutions to simplify the complex. We’re dynamic, every Worldpayer is empowered to make the right decisions for their customers. And we’re determined, always staying open – winning and failing as one.

We’re looking for a Head of Partner Support to join our ever-evolving Platforms team to help us unleash the potential of every business.

Are you ready to make your mark? Then you sound like a Worldpayer.

About the team:

We are Worldpay for Platforms, a leader in integrated payments with over 25 years of experience. Our business supports over a thousand software companies and over 700K end-users with their payment solutions. As the market evolves, so do the needs of these end-users. At Worldpay for Platforms, we aim to be the partner of choice for an expanded suite of Value-Added Service products that seamlessly integrate with our existing offerings.

What you’ll own:

As the Head of Customer Support and Service, you will be responsible for leading and managing our customer support and service teams. Your role will involve developing and executing strategies to enhance the customer experience, improve service delivery, and ensure client satisfaction. You will work closely with other departments to align support functions with overall business objectives and drive continuous improvement.

• Leadership & Management: Lead, mentor, and develop a team of customer support and service professionals. Foster a customer-centric culture and ensure the team is motivated and equipped to deliver high-quality support.
   

• Strategy & Planning: Develop and implement customer support and service strategies that align with company goals. Establish and monitor key performance indicators (KPIs) to track team performance and customer satisfaction.
   

• Customer Experience: Enhance the overall customer experience by designing and refining support processes and systems. Ensure timely and effective resolution of customer issues and complaints.

• AI & Automation: Bring a digital first approach to providing best in class experiences for our partners while providing advanced self-serve capabilities.
   

• Collaboration: Work cross-functionally with sales, product, and engineering teams to address customer needs and feedback. Facilitate communication between departments to resolve complex customer issues and improve service offerings.

• Process Improvement: Identify areas for improvement in support processes and develop initiatives to increase efficiency and effectiveness. Implement best practices and innovative solutions to enhance service delivery.

• Reporting & Analysis: Analyze customer support metrics and trends to provide actionable insights and recommendations. Prepare regular reports for senior management on team performance, customer satisfaction, and service quality.

• Training & Development: Design and deliver training programs to enhance team skills and knowledge. Stay current with industry trends and best practices to ensure the support team remains competitive and effective.

What you bring:

• Bachelor’s degree in Business, Management, or a related field. Advanced degree or certifications in customer service or support is a plus.

• Proven experience in a leadership role within a B2B SaaS environment, preferably with a background in customer support or service.

• Strong understanding of customer support best practices, tools, and technologies.

• Excellent leadership, communication, and interpersonal skills.

• Ability to analyze data, identify trends, and make data-driven decisions.

• Strong problem-solving skills and a proactive approach to addressing challenges.

Worldpay perks - what we’ll bring for you:

We know it’s bigger than just your career. It’s your life, and your world. That’s why we offer global benefits and programs to support you at every stage. Here’s a taste of what you can