We're looking for a motivated and results-driven Global Director of Customer Support to guide and enhance our customer support organization. 

You'll be a key member of the Customers for Life Leadership team, responsible for high-quality customer experiences for our 16,000 customers. 

In this role, you'll …

• Be ensuring operational excellence and scalability for our 35 support professionals in Helsinki, Dublin, Atlanta, Singapore, and our BPO partner locations.
• Develop a capable, efficient support team, implementing operational improvements and maintaining a 95% customer satisfaction rate with innovative solutions.
• Be responsible for optimizing our support processes, leveraging technology and automation, and promoting a culture of customer advocacy within the organization.

Your day-to-day work and responsibilities include…

Strategic Leadership & Team Management:

• Develop and execute a global customer support strategy aligned with the company's business goals.
• Encourage collaboration, accountability, and growth within the global support team.
• Establish and monitor key performance indicators (KPIs) to measure team performance, customer satisfaction, and operational efficiency.
• Manage implementation of a new Customer Support Platform.
• Ensure seamless data migration, integration, and reporting with other relevant systems.

Ticket Volume Reduction:

• Use strategic support initiatives to enable customers to resolve their issues (FAQs, articles, etc.)
• Analyze ticket data for trends — give actionable insights to product development for volume reduction.

Operational Efficiency Optimization:

• Identify and implement process improvements and automation to streamline workflows and increase operational efficiency.
• Ensure adequate global coverage through headcount and resource analysis.
• Develop and maintain comprehensive documentation of support processes and procedures.

BPO Expansion:

• Oversee and enhance the growth and performance of our BPO operations in the Philippines (scope, vendors, partnerships, and SLAs)

Customer Advocacy:

• Act as a supporter and cultivate meaningful connections with the customers
• Consistently solicit customer feedback and use it to improve our products and services.
• Managed and resolved escalated customer issues in a timely and professional manner.

This position is for you if you have…

• 10+ years of experience in global customer support, with at least 5 years in a leadership role.
• Proven experience in leading, motivating, and developing high-performing teams.
• Strong strategic thinking to align team goals with the broader company vision and a track record of driving results and achieving team objectives.
• Adaptability and resilience in navigating a dynamic and evolving environment.
• Highly effective communication, relationship-building, and presentation capabilities.
• Demonstrated ability to effect change and improve efficiency in rapidly evolving market conditions.
• Highly skilled analytical and problem-solving skills, addressing core customer concerns.
• Designed and overseen ticket management systems (such as Zendesk and Salesforce Service Cloud).
• Experience working with BPOs and managing offshore teams.
• Deep understanding of customer support best practices and industry trends.
• Advanced organizational and project management skills.

We also appreciate it if you have…

• Experience in the marketing technology industry.
• Bachelor's degree in a related field (MBA, etc.).
• Ability to travel internationally as needed.

Benefits we offer…

• The competitive compensation package, including equity 
• Great work equipment and home office allowance for those working in our fully remote locations
• Health care benefits and leisure time insurance
• Annual learning budget
• Sports and wellbeing allowance

Benefits may vary depending on location. 

Hear why our team likes it here at supermetrics.com/careers/life-at-supermetrics

#LI-Remote / #LI-Hybrid #LI-FullTime #LI-MiddleToSeniorLevel

Supermetrics is committed to providing a welcoming and inclusive workplace for all. We believe that a diverse workforce is a strong workforce, and we are dedicated to creating an environment where everyone feels valued and respected.

If you require any reasonable accommodations during the application or interview process, please do not hesitate to let us know. You can reach us at talentacquisition@supermetrics.com All requests for accommodation will be kept confidential.