Job Description

Choose a job you love, and you will never have to work a day in your life. — Confucius

Global Support Leader (SaaS)

  • Job Tag: #LI-AH1
  • Posted: October 07,2021
  • Salary: $180,000

We have been retained by one of our best Minneapolis-based technology clients to identify their next Global Support Leader. A key leadership position, this person will lead a large Customer Support team of 100+ people our client's fast-paced & growing global technology environment. 

Open due to their explosive growth over the past 5 years, this role works closely with our client's business unit leaders to identify opportunities to optimize the customer experience, reduce customer effort, and retain customers. This position also calls for a strong understanding of support operation metrics and an ability to drive system and process improvements.

Responsibilities

  • Manage all aspects of Global Support, leading a growing technology Support team in a high-growth technology environment, delivering exceptional service to customers
  • Coach and develop a team of Customer Support Managers and Analysts by providing direction, support, and motivation
  • Demonstrate innovation by enhancing or creating processes that will improve customer satisfaction, increase productivity, and improve our ability to respond to customer needs.
  • Relentlessly focus on key customer outcomes such as response/resolution time, NPS, CES and customer retention; partner with Customer Segment Leaders to establish, manage and monitor performance
  • Foster a culture of innovation and customer ownership by hiring, developing, and retaining a team that is highly engaged in delivering a differentiated customer support experience
  • Drive the vision for the future of Customer Support, and introduce innovative ways to support their customers with the goal of achieving the highest standards in customer satisfaction.
  • Be the “Voice of the Customer” to the Product Development team to ensure our client continues to evolve their solutions in a way that aligns with the needs of their customers
  • Create employee hiring, engagement, and retention strategies

Desired Skills and Experience

  • 10+ years of experience in a Customer Support role in a B2B technology environment
  • Proven track record of success in building large teams and maintaining/improving SLA
  • 5+ years of experience directly managing a global large support team of 30+ people and offshore operations.
  • Sourced and managed outsourcing partners as well as in-house support teams
  • Strong process improvement skills with a focus on operational excellence
  • Emotionally intelligent and humble leader; excellent listener
  • You lead by example, and you are not afraid to roll up your sleeves and do the work
  • Deep familiarity and strong philosophy regarding customer service standards
  • Experience managing well in fast-paced, high-growth environments
  • You are obsessed with customer satisfaction and have a willingness to go “the extra mile” for customers

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