Purple is hiring a
VP Customer Support

Summary

The job is for a Global Customer Support Manager who will lead and manage the Global Customer Support function, ensuring high standards of service and delivering successful outcomes for customers, partners, and end users. The role involves managing customer support issues, leading the global team, overseeing operational improvement, and delivering meaningful insights to the business.

Requirements

• Ability to manage and motivate a team of customer support professionals
• Effectively and clearly communicate key topics
• Create and deliver clear and concise presentations to both internal and external audiences
• Understand and manage customer issues and pain points
• Manage diverse customer communications across multiple sectors
• Act as the point of escalation for important customer issues
• Understand how to manage and evolve a knowledge base
• Competently prepare for customer interactions
• Effectively utilise Zendesk to manage customer interactions
• Use data and reporting to provide insights to the team and business
• Collaborate with team and across department both locally and globally
• Engage effectively with partners as required

Responsibilities

• Ensure a high standard of service by effectively liaising with internal stakeholders to achieve resolutions of customer support issues, managing both internal and external communications
• Effectively manage tickets in line with SLAs
• Oversee and ensure a high quality of day to day ticket interactions
• Take ownership of key issues and implementing efficient issue resolution plans
• Act as an escalation point for incidents and high value customers
• Effective communication around team operations and ticket data to SVP of Professional Services, along with the wider business as appropriate
• Conduct weekly 121 meetings to provide individual support and guidance
• Run a team weekly meeting to create alignment, shared learnings and to drive improvements across the function
• Taking ownership of performance reviews and personal development across the team
• Managing any absence and/or disciplinary matters
• Conducting regular reviews and ongoing feedback on individual performance
• Defining performance and quality metrics, conducting regular reviews to identify opportunities to improve
• Manage reporting of key metrics to PS Leadership and wider business
• Setting and meeting annual and quarterly team priorities
• Owning tooling and training initiatives
• Conducting regular analysis of processes and undertaking improvement
• Highlighting persistent product usage or reliability issues
• Providing analytics on support interactions and customer/partner behavior
• Driving improvements in areas of high friction for customers

Preferred Qualifications

• Deliver quarterly rocks (priorities) which impact the global team
• Take part in delivering education content across the organisation

Benefits

• Salary £45,000-£50,000 depending on experience
• Remote first business - work from home (with regular opportunities to get together face to face)
• Flexible working & a great company culture - bring your best self to work
• Emphasis on learning and development - progress your career
• 23 days holiday (plus bank holidays) with 1 more day each year - and the option to buy extra days
• 4 volunteering days each year - give something back to the community
• Company bonus - 5% of salary
• Private Healthcare & Long Term Incentive Plan after 12 months’ service