Our client, one of the Top 10 SaaS eLearning solutions providers is seeking a VP of Support to be responsible for executing the Support strategy and tactics that will improve the customer experience and build emotional loyalty allowing greater impact to overall sales and revenue. The position will manage a global team of Managers, Team Leads, and Support Specialists and will closely collaborate with various internal stakeholders to build scalable, industry-leading support experiences for their customers.

The role is also responsible for reviewing, updating, improving, and creating key processes to increase the effectiveness and customer satisfaction ratings of their help desk team.

Location: Remote, USA

Reports To: Sr. VP of Product

You will:

Team Management & Leadership

  • Coach and mentor all team members to conduct their daily tasks with both technical precision and empathy
  • Manage and address client escalations with a “call first” mentality
  • Direct daily operations focused on delivering high quality, proactive customer support and service
  • Provide mentorship and coaching for Team Leads and individual contributors in order to grow talent and shorten the talent development cycle
  • Develop talent development plans for all Support Tiers in order to retain talent and scale growth
  • Responsible for performance management of the individuals within the team:
    • Monitor team performance against established KPIs through regular 1:1s
    • Regularly evaluate KPIs to revise and restructure to meet current needs.
    • Discuss performance results on a quarterly basis to improve performance and achieve higher results
    • Evaluate team and individual performance and provide calculation of individual bonuses.
  • Drive team to meet and exceed metrics expectations; understand how to leverage the team to improve outcomes and take action to meet goals
  • Responsible for ensuring that all security, availability, confidentiality, and privacy policies and controls are adhered to among the Support team

Processes & Procedures

  • Take full ownership of Support procedures related to identification, prioritization, and resolution of incidents, including the monitoring, tracking, and coordination of help desk functions
  • Determine team structure, resource needs, and ticket allocation procedures required to scale the team through hyper growth
  • Responsible for monitoring of quality assurance for all Support requests
  • Own all Support-related workflows (how customer issues are routed and resolved) and train and coach employees to ensure they are followed
  • Manage complex and escalated customer service issues
  • Participate (and on occasion lead) cross-functional process and customer service initiatives

Continuous Improvement

  • Constantly monitor inbound ticket requests for trends and patterns that need to be escalated to internal teams
  • Foster constant collaboration between Support and all other teams to continually prevent knowledge and departmental silos
  • Work closely with Product, Professional Services and Customer Experience resources to improve the internal and external Knowledge Base
  • Regularly evaluate the market for new technologies that can be used to assist, improve, and automate Support activities
  • Serve as the liaison between clients, Customer Support Help Desk, and Product teams to properly vet potential defects and data errors and help these teams prioritize and understand the impact issues are having on clients
  • Ensuring targeted service and performance standards are achieved or exceeded
  • Develop and implement effective service policies and procedures including analysis, recommendation, and rollout of new modes of Support (Chat, Phone, Chatbot, Ticket, extended hours, etc)

You have:

  • 7-10 years relative Service/Help Desk experience in a high technology of SaaS environment
  • 5 years experience as a Service/Help Desk Manager in a high technology or SaaS development environment, preferably in the e-learning sector
  • Strong written and verbal communication skills (in both English and Italian)
  • Bachelor’s degree in Computer Science or comparable degree
  • Understanding of SaaS business models and their overall relationship to Customer Success
  • Enthusiastic about technology with demonstrated technical aptitude
  • Ability to travel internationally with no restrictions
  • Passion for customer service and how it can transform businesses
  • Coping well with working under pressure and working to tight deadlines
  • Advanced knowledge of a Help Desk Ticketing system (Zendesk preferred)

 

 

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