Global Head of Support

Summary

Join 360Learning as the Head of Support and lead a team of 14 Support Agents and 3 Technical Writers. You will be responsible for leading, mentoring, and expanding the support team, fostering a culture of excellence and continuous learning. The role involves analyzing support metrics, collaborating with cross-functional teams, and executing operational efficiencies. You will ensure the team is equipped with the necessary training and resources to provide top-notch service, directly impacting customer retention and 360Learning's reputation. This position requires proven experience in leading and scaling customer support in a B2B SaaS environment, strong leadership skills, and technical acumen. Success in this role will involve reaching established KPIs to provide best-in-class customer education and support.

Requirements

• Proven experience in leading and scaling customer support and knowledge bases in a B2B SaaS dynamic environment
• Strong track record in improving customer satisfaction and support metrics
• Technical acumen with a proven ability to investigate customer issues, and reporting in-depth and asynchronously
• Excellent leadership and people management skills, with the ability to inspire and develop high-performing teams in a Convexity culture in a European and North American environment
• Strategic data driven thinker with a customer-first mindset and a knack for problem-solving
• Experience with customer support technologies and platforms specifically Zendesk and SFDC Service Cloud
• Fluent English (US/UK) / B2 level or equivalent (FR), with a nice to have German B2 level or equivalent

Responsibilities

• Experience a comprehensive onboarding that includes an insight into our teams, culture, and product
• Establish key metrics and reporting in Zendesk, Salesforce and the product
• Analyze support metrics and KPIs to identify trends, address areas of concern, and challenge our 12 month to 3 year roadmap ensuring we are ahead of other top organization in our use of AI and method of support
• Collaborate closely with cross-functional teams, including Product, Engineering, and Professional Services to provide technically sound, high quality comprehensive answers in language
• Establish exceptional communication with our Customer Success team in Zendesk and escalating key customer issues for faster resolution
• Execute the operational efficiencies identified in your six month plan with the buy in across functions and within your own team including methods of communication, tiers, AI, tool selection
• Lead, mentor, and expand a team of support agents and technical writers, fostering a culture of excellence, accountability, and continuous learning
• Ensure the support team is equipped with the necessary training to provide top-notch service
• Reach the KPIs established to provide best in class customer education and support by integrating staff, resources and leveraging enterprise support and tech writer tools and AI enhancements

Benefits

• Work From Home stipend
• RTT
• Lunch vouchers
• Medical insurance
• Gym subscription
• 1 month parental leave for the second parent
• Flexible hours
• Full remote work possible anywhere in France
• Compensation: Package includes base salary, a variable component and equity