Vice President of Customer Support

4 weeks ago

Sydney, Australia Simpro Software Pty Ltd Full time

First Things First - What We Can Offer You

  • Ground-breaking parental leave program
  • Up to 4 weeks' annual "Work from Anywhere" benefit
  • Second-to-none product training
  • Opportunities for growth, development and career progression
  • Fun team camaraderie and events
  • Paid volunteer leave days
  • Public holiday exchange
  • And a range of other fantastic benefits

The Job

The Vice President of Global Customer Support will lead and develop a high-performing global support team committed to delivering world-class service to our customers. This strategic leader will create and execute a comprehensive support strategy aligned with the company’s growth objectives, ensuring customer satisfaction and driving retention and expansion. Critical to this role is fostering employee engagement and alignment, cultivating a culture where every team member is dedicated to exceeding customer expectations and contributing to long-term success.

What You’ll Do

Leadership and Strategic Vision:

  • Lead and inspire a diverse, geographically dispersed team of support professionals, fostering a culture of continuous improvement, accountability, and excellence.

  • Develop and implement a comprehensive global customer support strategy that aligns with business growth goals and enhances customer satisfaction, retention, and growth.

  • Drive positive change management, leading teams through transitions, whether adopting new technologies, entering new markets, or restructuring operations

  • Act as a key member of the executive team, contributing to strategic discussions and decisions that impact customer support and overall business objectives.

Operational Excellence:

  • Drive the integration of new technologies and processes to enhance support efficiency, scalability and customer satisfaction.

  • Oversee day-to-day operations of the global customer support function, ensuring timely, efficient, and effective resolution of customer issues.

  • Define and monitor key performance indicators (KPIs) for the customer support organization, such as response times, resolution rates, CSAT, and NPS, to drive consistent improvement.

  • Implement scalable processes, tools, and technologies to enhance efficiency, support growth, and ensure a seamless experience for customers across all regions and time zones.

  • Drive urgency with crisis management by handling high-pressure situations, including managing escalations, outages, and crises, and leading teams to resolve issues swiftly.

​

Customer Advocacy:

  • Serve as the voice of the customer within the organization, ensuring customer insights and feedback are incorporated into product development and service enhancement initiatives.

  • Develop and maintain strong relationships with key clients, acting as a trusted advisor and addressing high-level escalations when needed.

  • Collaborate with cross-functional teams, including Product, Sales, Marketing, and Customer Success, to ensure a holistic approach to customer experience.

​

Team Development and Culture:

  • Build and nurture a high-performance global team by focusing on recruiting, recruiting, developing, and retaining top talent.

  • Prioritize building a positive culture that values growth, mentorship, and continuous learning.

  • Foster a customer-first culture that encourages team members to go above and beyond to exceed customer expectations.

  • Promote diversity, equity, and inclusion within the support organization and across all customer interactions.

​

Continuous Improvement and Innovation:

  • Identify opportunities for process optimization, automation, and innovation to enhance customer support efficiency and effectiveness.

  • Stay informed about industry trends, emerging technologies, and best practices in customer support, incorporating relevant advancements into the company’s support model.

  • Lead initiatives to improve self-service capabilities, such as knowledge bases, chatbots, and other support channels, to empower customers and reduce dependency on direct support.

What You’ll Bring

  • Proven experience leading a global customer support organization, with a track record of building and scaling support organizations

  • Strong strategic and operational mindset with the ability to drive change and implement new technologies.

  • Strong understanding of customer support tools and technologies, including CRM, ticketing systems, analytics platforms, and AI technologies.

  • Demonstrated ability to influence and collaborate effectively with cross-functional teams and executive leadership.

  • Excellent communication, problem-solving, and decision-making skills.

  • Customer-centric approach with the ability to empathize with and address customer needs effectively.

  • Experience working in a fast-paced, dynamic environment and adapting to change.

Core values required of all Simpro, AroFlo, & Clockshark employees:

While experience in the above areas will be highly considered, it’s important to note it will be secondary to the person with the right determination, attitude and compatibility. Our culture and core values are very important to us:

We Are One Team

We Are Customer Centric
We Are Growth Minded
We Are Accountable
We Celebrate Success

Simpro, AroFlo and ClockShark are equal opportunity employers with a best-of-class onboarding program and supportive team environments. We embrace and support culture diversity and Equal Employment Opportunity. Aboriginals, Torres Strait Islanders and minority groups are encouraged to apply. .

Visit simprogroup.com/au/company/careers to learn more about us and our values.

We would like to take this opportunity to thank all candidates for their application.

*Please note, no agencies will be accepted in the recruitment of this role.

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