Global Customer Support LeadApplication Deadline: 31 August 2024
Department: Site Reliability Engineering
Employment Type: Permanent - Full Time
Location: United States
Reporting To: Mark McGuinness
DescriptionPosition Summary: As Global Customer Support Lead you will build and lead a dynamic group of Technical Customer Support Specialists (engineers) and regional based Support Leads. Responsible for the Global Customer Support team, you will ensure the delivery of exceptional support services to our customers and partners while optimizing support processes to meet service level agreements (SLAs), working closely with cross-functional teams to drive customer success, resolve ongoing issues, and enhance partner experience.
Key Responsibilities:Customer Support Leadership: Build and lead the Global Customer Support Team to develop and deliver on customer support strategic initiatives and drive utilization and effectiveness of our internal support teams. Invest in the development and professional growth of the Global Customer Support team through clear performance and development structure and continuous feedback.Enhance Customer and Partner Experience: Develop and maintain strong relationships with customers and support partners, understanding their needs and expectations to effectively address concerns, drive satisfaction and enhance experiences through identification and implementation of solutions.Incident Management: Oversee end-to-end incident management processes and lifecycle, including root cause analysis (RCA), communication and engagement with customers, partners and internal technology teams.Process Optimization: Continuously optimize support processes to improve efficiency and meet SLAs through analysis of trends, feedback and issues, leveraging data-driven insights and best practices.Customer Obsession: Maintain a customer-centric focus with deep empathy for the domain, advocating for the needs of customers and partners throughout the organization.Business Initiatives: Establish and maintain relationships with tech teams responsible for major technology platforms and initiatives and ensure that support needs are addressed with both new product development and ongoing product life-cycle efforts. Skills, Knowledge & Expertise:Proven experience in a technical support role, with at least 3+ years of experience working for a technology (SaaS) company.Leadership experience owning and scaling support operations in a fast-paced, results-driven environment, prioritizing best practices, human relationships and team development.Highly collaborative with excellent communication and interpersonal skills, with the ability to interact effectively and build strong relationships with customers, partners, and internal stakeholders.Analytical skills to interpret data, identify trends, and make data-driven decisions.Experience with Atlassian product suite and other support related tooling.Strong Technical experience and aptitude to understand and contribute (including getting your hands dirty), with the resolution of customer support issues.Bonus: e-commerce / online retail experience and hands-on exposure to cloud platforms (AWS ideally). Benefits:We value flexibility: Work how, when and where it suits you.Centrally located tech office (SYDNEY ONLY): Located in The Rocks, Sydney, we have a fun office space with outdoor tiki bar and views of the Sydney Harbour Bridge!Flexible and supportive leave policies: Including generous paid parental leave and paid leave for your birthday so you can celebrate you.Culture is key: We have a great team and enjoy regular social events to foster a collaborative, supportive and fun work environment.A share in Fluent Commerce's success: Share options scheme for all employees.Advance your career: We invest in your future by providing an allowance to help accelerate your learning and professional development.Bring your whole self to work: At Fluent, we strive to create and nurture a culture where every employee can bring their whole self to work, feel inspired, and empowered to do your life's work (or be your best self).
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