VP Customer Support

We’re looking for amazing individual who can lead and manage the Global Customer Support function ensuring a high standard of service, delivering successful outcomes for customers, partners and end users.

Requirements

Responsibilities

Ensure a high standard of service by:

• Effectively liaising with internal stakeholders to achieve resolutions of customer support issues, managing both internal and external communications
• Effectively managing tickets in line with SLAs
• Managing and delivering an effective incident management process
• Overseeing and ensuring a high quality of day to day ticket interactions
• Taking ownership of key issues and implementing efficient issue resolution plans
• Acting as an escalation point for incidents and high value customers
• Effective communication around team operations and ticket data to SVP of Professional Services, along with the wider business as appropriate

Lead and manage the Global Customer Support team by;

• Conducting weekly 121 meetings to provide individual support and guidance
• Running a team weekly meeting to create alignment, shared learnings and to drive improvements across the function
• Taking ownership of performance reviews and personal development across the team
• Managing any absence and/or disciplinary matters
• Conducting regular reviews and ongoing feedback on individual performance

Oversee continuous operational improvement by;

• Defining performance and quality metrics, conducting regular reviews to identify opportunities to improve
• Manage reporting of key metrics to PS Leadership and wider business
• Setting and meeting annual and quarterly team priorities
• Owning tooling and training initiatives
• Conducting regular analysis of processes and undertaking improvement

Deliver meaningful insight to the business by;

• Highlighting persistent product usage or reliability issues
• Providing analytics on support interactions and customer/partner behaviour
• Driving improvements in areas of high friction for customers

Role Competencies

Ability to:

• Manage and motivate a team of customer support professionals
• Effectively and clearly communicate key topics
• Create and deliver clear and concise presentations to both internal and external audiences
• Understand and manage customer issues and pain points
• Manage diverse customer communications across multiple sectors
• Act as the point of escalation for important customer issues
• Understand how to manage and evolve a knowledge base
• Competently prepare for customer interactions
• Effectively utilise Zendesk to manage customer interactions
• Use data and reporting to provide insights to the team and business
• Collaborate with team and across department both locally and globally
• Engage effectively with partners as required
• Deliver quarterly rocks (priorities) which impact the global team
• Take part in delivering education content across the organisation

Benefits

• Salary £45,000-£50,000 depending on experience
• Remote first business - work from home (with regular opportunities to get together face to face)
• Flexible working & a great company culture - bring your best self to work
• Emphasis on learning and development - progress your career
• 23 days holiday (plus bank holidays) with 1 more day each year - and the option to buy extra days
• 4 volunteering days each year - give something back to the community
• Company bonus - 5% of salary
• Private Healthcare & Long Term Incentive Plan after 12 months’ service