Worldwide Support Director

*** PLEASE NOTE THAT THIS JOB IS BASED IN OUR LONDON, UK OFFICE ***

Deskpro is award winning help desk software that helps to bring better online customer service to millions of people.

Our help desk software platform allows organizations to consolidate all of their customer support channels (email, phone, live chat, social) into one place. Giving them the software tools needed to provide incredible customer support.

As the Worldwide Support Director at Deskpro, you will play a critical role in leading and managing our global Customer Support and Technical Support teams, currently located in the UK, US and Philippines. You will be responsible for overseeing the delivery of exceptional support to, and meeting the SLA's of, our customers around the world. You will work closely with the broader management team to define the support strategy and drive continuous improvement in our support processes and systems.

What will you be doing?

- Leading and managing a global support team, including hiring, training, and mentoring team members, implementing a 24/7 follow-the-sun support model.

- Defining and implementing support strategies and best practices to ensure exceptional customer satisfaction and retention.

- Ensure all customer interactions are prioritised, responded to and resolved within the SLA, maintaining high levels of customer satisfaction.

- Monitoring and optimizing support processes to improve efficiency and effectiveness.

- Collaborating with cross-functional teams, such as Product and Engineering, to communicate customer needs and influence product enhancements.

- Analyzing support metrics and trends to identify areas for improvement and drive actionable insights.

- Building and maintaining relationships with key Deskpro customers.

- Maintaining and managing the Help Centre, improving the support content available to customers through knowledgebase articles, guides and video content.

- Keeping up-to-date with industry trends and best practices in customer support.

Requirements

• 7+ years of experience in software support or services.
• 3+ years of experience in a leadership role in customer support or service delivery.
• Proven track record of building and leading high-performing support teams across multiple geographic locations.
• Strong understanding of support processes and best practices.
• A customer-centric mindset with a passion for delivering exceptional customer service.
• Excellent communication and leadership skills.
• Experience in managing and improving support metrics and KPIs.
• Ability to work effectively in a fast-paced and dynamic environment.

Bonus Points

• Experience in the SaaS industry and experience with private cloud / on-premise software.
• Implemented a follow-the-sun model for B2B software.
• Understanding of technical concepts and ability to communicate with technical teams.
• Experience in implementing and optimizing support systems and tools.

Benefits

• Competitive Salary + Generous Stock Options
• We are a friendly startup-team based in central Wimbledon, 3 minutes walk from the mainline train and tube station.
• Fantastic transport links (train, District and Northern line tubes, buses, trams), all within 3 minutes walk.
• 2 minute walk from shops, restaurants, pubs and gyms.
• Be truly invested in a growing software company, with our generous stock options.
• Lovely new offices, BBQs in the summer, team Monday breakfasts and Friday lunches. Unlimited coffee, tea, soft drinks and snacks and beers for Friday afternoon.
• A mixture of autonomy over your role and real responsibilities to the team and business.
• Private Healthcare, Pension Scheme, Bike storage, Parking options, Gym Discount,
• For more information, you can visit our Careers page
• No recruiters or agencies please.

Last updated on Aug 23, 2024