Global Director of Support Services

Global Director of Support Services

We are recruiting an accomplished SaaS leader to build, mentor and rapidly scale a global customer support organisation, delivering world-class 24/7 support for a high-growth AI software company. They currently employ 150, are well funded for accelerated growth and have the most amazing culture you can imagine!

Your inspirational leadership will build on their existing values of service excellence and customer focus and will have a significant impact on the continued growth and success of this impressive and highly innovative company. You will be working with peers across regions and functional groups to drive the best possible customer experience, whilst also providing perspective on prioritising customer focus.

You will have learned from experience how best to service evolving customer needs and address both urgent and long-running issues in a proactive manner, with a focus on speed and quality of resolution. We’re looking for someone who can shape a differentiated customer experience by employing creative, effective and engaging support solutions that will make them stand out from their competitors and ensure their customers recognise them as customer-centric and responsive.

Experience and Skills Needed:
• Extensive experience in increasingly responsible leadership positions in global customer operations / support.
• Experience with mission critical SaaS products or highly transactional enterprise software.
• A proven track record building and scaling a globally integrated, 24/7, high volume, customer support organisation, with levels 1-N support capabilities
• Understands how best to utilise data capture and feedback mechanisms to consistently improve through systemic changes
• A strong mentor and coach, who is an inspiration to the team and the wider business.
• Experienced leading global teams of c.50 employees with a functional budget >$2M/year
• A strong business and SaaS acumen, with highly effective troubleshooting, analytical and project management skills
• Degree qualified

This company has a remarkably refreshing, employee centred culture, investing heavily in their team’s development and well-being, which is reflected in the energy and passion that runs throughout the organisation. Benefits include excellent stock options (and the trajectory this company is on means this is likely to be seriously valuable in the future), MacBook Pro, free healthy snacks and fruit, team lunches every week, health insurance and assistance if you’re relocating (including flights, visa sponsorship and 4 weeks accommodation). They regularly hold their meetings on the beach, have weekly surf trips and an annual company retreat to an eco-resort – these guys appreciate the need for a sensible work/life balance and really value their staff!

Base salary is expected to range up to €100K + an extensive benefits package, including meaningful stock options. Apply now to learn more about this remarkable opportunity with a company whose product is set to change the world.

Technology Resourcing is acting as an Employment Agency in relation to this vacancy.