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Global Customer Support Lead

4 months ago

Sydney, New South Wales, Australia Fluent Commerce Full time
Global Customer Support Lead

Application Deadline: 31 August 2024

Department: Site Reliability Engineering

Employment Type: Permanent - Full Time

Location: United States

Reporting To: Mark McGuinness

DescriptionPosition Summary:As the Global Customer Support Lead, you will be responsible for leading a dynamic team of Technical Customer Support Specialists (engineers) and regional Support Leads.

Managing the Global Customer Support team, your focus will be on delivering exceptional support services to customers and partners, optimizing support processes to meet service level agreements (SLAs), collaborating with various teams to drive customer success, resolve issues, and improve partner experiences.
Key Responsibilities:
  • Customer Support Leadership: Lead the Global Customer Support Team to develop and execute customer support strategic initiatives, enhancing the team's efficiency and effectiveness. Drive the continual development and growth of the support team through clear performance expectations and ongoing feedback.
  • Enhance Customer and Partner Experience: Build and maintain strong relationships with customers and support partners to effectively address their needs and enhance their overall experience through the implementation of solutions.
  • Incident Management: Oversee end-to-end incident management processes, including root cause analysis (RCA) and communication with customers, partners, and internal teams.
  • Process Optimization: Continuously improve support processes to enhance efficiency and meet SLAs by analyzing trends and feedback to make data-driven decisions.
  • Customer Obsession: Maintain a customer-centric approach, advocating for customer and partner needs throughout the organization.
  • Business Initiatives: Establish and maintain relationships with tech teams to ensure support needs are met in new product development and ongoing product life-cycle efforts.
Skills, Knowledge & Expertise:
  • Proven experience in technical support, preferably within a technology (SaaS) company for 3+ years.
  • Leadership experience in scaling support operations in a fast-paced environment, focusing on best practices and team development.
  • Highly collaborative with excellent communication skills to build strong relationships with customers, partners, and internal stakeholders.
  • Analytical skills to interpret data and make informed decisions.
  • Experience with Atlassian product suite and other support tools.
  • Technical experience to understand and resolve customer support issues.
  • Bonus: e-commerce/online retail experience and exposure to cloud platforms (preferably AWS).
Benefits:
  • We value flexibility: Work flexibly to suit your needs.
  • Centrally located tech office (SYDNEY ONLY): Enjoy a fun office space in The Rocks, Sydney, with views of the Sydney Harbour Bridge.
  • Flexible and supportive leave policies: Benefit from generous paid parental leave and birthday leave.
  • Culture is key: Engage in social events to foster a collaborative and supportive work environment.
  • A share in Fluent Commerce's success: Access a share options scheme for all employees.
  • Advance your career: Receive an allowance to support your professional development.
  • Bring your whole self to work: Be part of a culture where employees can be their true selves and feel empowered to do their best work.