Global Head of Support

Summary

Join 360Learning's Global Head of Support team and lead a globally distributed team across EMEA and North America, scaling support in line with company growth. Own the global support strategy, optimize team structure and operations, and drive continuous improvement in customer experience. Lead the rollout of AI-driven tools and automation to increase efficiency and customer satisfaction. Collaborate with cross-functional teams to resolve complex issues and build a seamless customer journey. This strategic leadership role offers the opportunity to make customer support a true differentiator for 360Learning. The role involves leading, mentoring, and expanding a team of support agents and technical writers, fostering a culture of excellence and continuous learning. You will also be responsible for ensuring the support team is equipped with the necessary training to provide top-notch service.

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 a globally distributed team across EMEA and North America (14 support agents and 3 tech writers), and for scaling support in line with the company’s growth
• Own the global support strategy, optimize team structure and operations, and drive continuous improvement in the customer experience
• Lead the rollout of AI-driven tools and automation, with the goal of increasing efficiency, reducing resolution time, and improving customer satisfaction
• Collaborate closely with Product, Engineering, Customer Success, and Enablement to resolve complex issues, surface insights, and help build a more seamless customer journey
• 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 allowance, social security, health insurance, unemployment insurance, common contingency, salary guarantee fund
• Flexible hours, Total work from home possible anywhere in Spain