Global Support Director

2 days ago

Williamstown, South Australia beBeeDirector Full time $120,000 - $160,000
Global Support Director

We are a fast-growing business leading the way in product innovation and retail strategy. Our company has experienced rapid growth since its inception, expanding to over 100 staff members serving through more than 1,500 doorways and directly to customers in 150 countries.

About the Role

We are seeking a strategic Customer Support Director to refine and enhance our existing support function, introducing evidence-based strategies that improve customer experience, strengthen retention, and contribute to sustainable growth. The successful candidate will be adaptable, able to challenge industry benchmarks, and translate insights into action to connect customer experience to business impact.

  • Strategically lead the support function to ensure exceptional service while balancing commercial results.
  • Develop scalable systems and processes to optimize support efficiency and effectiveness.
  • Manage teams, transform support functions, and operate in a multichannel, global business environment.
  • Apply technology to automate and streamline processes, maintaining human interactions at the core.
  • Break down silos and facilitate bi-directional flow of insights between customer support and the broader business.
  • Develop and empower teams by coaching, mentoring, and fostering an environment where people grow and develop skills to handle complex customer interactions with clarity and care.
Your Key Responsibilities

You will be responsible for:

  • Led workshops with senior leadership on translating customer feedback into product improvements.
  • Analyzed customer interaction data to identify opportunities for improving first-contact resolution rates.
  • Developed strategic roadmaps for integrating AI solutions into current environments.
  • Collaborated with marketing on turning customer insights into compelling brand stories.
  • Mentored team leaders on balancing policy adherence with customer-first decision-making.
  • Presented business cases for new technologies to streamline back-office operations.
  • Designed metrics connecting customer support performance to commercial outcomes.
  • Created frameworks identifying and nurturing valuable customer relationships.
Key Skills and Qualifications

To succeed in this role, you should have:

  • Experience managing teams, transforming support functions, and operating in a multichannel, global business environment.
  • Knowledge of AI tools and implementation experience.
  • Able to scale smartly and balance exceptional service with commercial results.
  • Strong analytical skills to dig into data and translate insights into actionable plans.
  • Excellent communication and interpersonal skills to facilitate bi-directional flow of insights and collaborate with cross-functional teams.
Why Work with Us?

We believe embracing diverse backgrounds and perspectives is key to staying agile and resilient. We're a close-knit group of thinkers and makers from over 25 different countries, each contributing unique skills to achieve our shared vision.

We're committed to making our hiring process accessible to everyone, including individuals with disabilities. If you need reasonable accommodations at any stage, please contact us. We're here to help and ensure you have the best possible experience.

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