Customer Support

Senior Director of Global Customer Support

It’s official, global digital marketing spend reached a record high of around $340 billion in 2020, and the future of CX management and social media spend is at the heart of every organization. This is why Emplifi has brought together world-leading specialists in everything CX and marketing related, to help innovative brands gain the insights they need to meet fast-changing expectations. As we work with some of the top Fortune 500 companies across the world, our mission is to help create powerful and progressive experiences across the entire customer journey

 

About the Customer Support Team

Are you empathic, patient, and feel passionate about communication? Can you easily put yourself in our clients’ shoes? Then there's a place for you in our Customer Support team! We’re the link that connects both our Development and Sales departments to clients - so we're fully involved in the technical and commercial sides of the business. Simply put: software, social media, and CX management play a huge part in our everyday lives. 

We’re also no strangers to detective work, solving mysteries every day to keep our clients happy. We’re a team with diverse interests - from gardening to gaming - and we’re always up for a beer or, for the more sophisticated, wine and cheese tastings. Sometimes we just shoot at each other - but that's only for fun at paintball! We’re looking forward to welcoming you to our team!

 

Job Summary

A key leadership role within the Customer Success team, the Senior Director, Global Customer Support, leads a team that is spread across the world, providing unrivalled 24/7 support to our customers.

 

What You’ll Do Here

  • Management of the global support team
  • Define and implement the strategy of the Customer Centre – our customer portal
  • Administration of 3 clouds – Social Marketing Cloud, Social Commerce Cloud and Service Cloud
  • Constant monitoring and improvement of global support processes and flows
  • Manage your own time to appropriately prioritize assigned workloads and backlog both personally and for your team
  • Escalate issues to next level if needed
  • Provide guidance and answers for issues and questions to the team when needed, being a point of escalation for the team around you
  • Participate in business meetings with internal and external stakeholders
  • Provide coaching and mentoring to the team
  • Review critical customer complaints and endeavour to provide timely solutions

 

What You’ll Bring to Us

  • Experience leading a Support function, that serves a global customer base
  • Experience within Software or SaaS organisations
  • Significant experience managing teams spread across multiple geographies, time zones and cultures
  • Successful record of working towards Customer Satisfaction, and Resolution Time KPIs
  • Strong process and project management skills, with the ability to define and implement process and strategy
  • Proven ability to build relationships at a senior level with both technical and non-technical internal stakeholders
  • Ability to lead a team working in a fast paced and pressurised environment, in which the service we provide is key to the success of both our clients and the company

 

What We Offer

  • International, fast paced and rapidly growing environment
  • Chance to work with the world’s biggest brands at the CX tech leader
  • Agile and open-minded culture, with high levels of trust and flexibility
  • Opportunity for professional growth and development
  • Possibility to learn new and cutting edge technologies, in an environment that encourages new ideas
  • Benefits package including Medical, Dental, Vision & Life Coverage
  • 16 days vacation
  • Gym Membership contribution
  • There’s more as well! Speak with us to find out all details!
position:
Senior Director of Global Customer Support
département:
Customer Support
localisation:
Columbus, London, New York, Prague
Type de contrat:
Full-time
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