.We are in Business for People, empowering people in service organizations with innovative Enterprise and Business software solutions.
We've innovated and taken a new approach to delivering ERP that works for people.
Self-driving, adaptive, and intuitive software that is changing the way people work.
Our solutions empower people and deliver a better people experience so people can spend time on meaningful high-value work they live for.
Job Description The Global Head of Customer Support is a strategic executive role responsible for defining and executing a comprehensive support strategy that spans reactive and proactive service, self-service optimization, and continuous customer experience enhancement.
This individual will lead the global support team to consistently meet and exceed service expectations, delivering an exceptional customer experience that aligns with our brand values.
Key Responsibilities Strategic Leadership: Define and implement a global customer support strategy that ensures world-class service and aligns with business objectives.
Proactive Support Initiatives: Develop and lead proactive support practices that anticipate customer needs, reduce issues, and improve overall satisfaction.
Self-Service Optimization: Drive initiatives to expand and enhance self-service capabilities, including the development of knowledge bases, AI-driven support solutions, and online resources to empower customers.
Customer Experience Excellence: Ensure high standards for customer interactions across all support channels, embedding a customer-centric approach within the team.
Cross-Functional Collaboration: Work with Product, Engineering, and Customer Success teams to align support initiatives with product updates, improving the overall customer journey.
Team Development & Performance: Build and lead a high-performing global support team, instilling a culture of accountability, customer-centricity, and continuous improvement.
Key Accountabilities Customer Satisfaction (CSAT): Achieve and maintain high CSAT scores by optimizing support responsiveness, issue resolution, and customer communication.
First Contact Resolution (FCR) Rate: Improve the rate of first contact resolutions, reducing time-to-solve and increasing customer satisfaction.
Self-Service Utilization: Increase adoption of self-service resources, tracking usage metrics to ensure effectiveness and accessibility.
Response & Resolution Times: Consistently meet or exceed service level targets for response and resolution times across all support channels.
Operational Efficiency: Optimize support operations through technology and best practices, focusing on reducing overall support costs while enhancing service quality.
Key Metrics for Success Customer Satisfaction (CSAT) Score: Target of 4.5 / 5 or higher for all customer interactions.
First Contact Resolution (FCR): Minimum 20% FCR rate, with improvements over time