Job overview
we are seeking an accomplished leader to spearhead our global support operations, ensuring seamless experiences for clients and users alike.
about the role
* leverage your expertise to direct and scale our customer support function across diverse time zones
* cultivate a high-performing support team through hiring, training, and coaching
* establish and report on key performance indicators (response time, resolution time, csat, etc.)
* develop internal support documentation, macros, and playbooks to enhance efficiency
* collaborate with product and engineering to escalate and resolve complex issues
* promote a culture of empathy, responsiveness, and ownership within the support team
requirements
* 5+ years of experience in a managerial role in customer support or experience
* experience supporting enterprise saas products, preferably in the media, music, or rights-tech space
* profound knowledge of support platforms like zendesk, hubspot, and jira. Salesforce experience is beneficial
* strong problem-solving and prioritization skills with a bias for action
* exceptional english written and verbal communication skills
* able to lead with empathy while maintaining high standards for performance
* experience building support processes, documentation, and reporting from scratch
your opportunity
this is a unique chance to shape the future of our support operations and make a lasting impact on our clients' experiences.