Overview In this role you lead a global Product/Customer Support function to deliver best-in-class care and experience. You partner with Product and Eng leaders to drive an omni-channel support strategy for a global customer base. You'll set and improve care practices, manage a cross-functional team, and balance speed with quality in a fast-paced, collaborative environment. You will shape support operations to reduce ticket volume, boost CSAT, and ensure strong SLAs while aligning with company-wide goals.
Responsibilities- Lead global Product/Customer Support team (onshore and offshore)
- Drive process improvements to elevate customer experience and efficiency
- Meet core SLAs (First Response Time, Update Cadence) and improve CSAT
- Influence Product and Engineering to reduce ticket volume
- Improve internal targets (Total Resolution Time, internal quality) and cost efficiency
- Manage cross-functional collaboration across SEW, Operations and Sales
- Drive operational excellence and achieve strategic goals
- Oversee performance metrics, reporting, and team objectives
- Analyze data and calls to identify trends and enhance performance
- Enhance Support offerings with SEW Product Support Tools
- Oversee outsourced and vendor relationships with KPI governance
- Manage budget, KPI attainment, and cost per contact
- Evaluate existing processes and propose improvements for integration goals
- Integrate acquisitions into Global Support framework
- Ensure robust and adopted customer support communities
Key requirements- 10+ years' experience leading global customer support in a rapidly growing B2B SaaS organization
- Experience scaling Support globally, including with BPO partners
- Experience with 24/7 Support offerings
- Experience with Salesforce Service Cloud
- Experience building customer support communities
- Experience integrating acquisitions into global framework
- Deep understanding of SaaS business practices
- Strong problem-solving and resourcefulness (scrappiness)
- Excellent customer-centric service philosophy
- Ability to leverage data and analytics for decision-making
- Proven people leadership and mentorship abilities
- customer-centric mindset
- strong leadership and mentorship
- collaborative and cross-functional communication
- Salesforce Service Cloud
- data analytics and reporting
- vendor management
