Global Head of Support

Summary

Join 360Learning as 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 team, fostering a culture of excellence and continuous learning. Analyze support metrics and KPIs to identify trends and address areas of concern. Collaborate with cross-functional teams to provide high-quality answers. Execute operational efficiencies and leverage AI and other tools to enhance support. Establish key metrics and reporting in Zendesk and Salesforce. This role is crucial for impacting customer retention and influencing 360Learning’s reputation and success. The position requires proven experience in leading and scaling customer support and knowledge bases in a B2B SaaS environment, strong leadership and people management skills, and technical acumen.

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

• 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
• 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
• 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
• Establish key metrics and reporting in Zendesk, Salesforce and the product
• Experience a comprehensive onboarding that includes an insight into our teams, culture, and product

Benefits

• Pay structure includes base salary, variable incentive pay, and company equity
• Comprehensive medical, vision, and dental insurance starting your first full month
• 401k matching starting from day 1
• Generous parental leave
• Professional development opportunities through our own platform
• We offer unlimited days of annual PTO
• 5 days for sick leave
• 10 holidays
• We are a remote-first organization and promote flexible work hours