Head of Support
il y a 4 semaines
About us
We are a software as a service company, and our content service platform AODocs is used by 500 customers, including large enterprises like Equifax, Solvay or Air Liquide to manage their business critical documents. AODocs ensures that information is easily accessible by the people who need it, while being protected against unauthorized content and human errors, and that business processes are properly followed, with full traceability. For example, AODocs helps Google ensure the design documents of its data centers are properly controlled, accelerating the construction projects while avoiding costly mistakes.
AODocs is a growing and profitable company, recognized (by top analyst firm Gartner, and by its own customers) as one of the most modern solutions in a market populated by legacy, pre-cloud systems like OpenText, IBM Filenet, Hyland and others. This market is now being disrupted by the new generative AI technologies, which allows software to understand the content of a company's documents, and thus to automate tasks that previously required human work, such as document tagging, data extraction from unstructured text, or analysis of complex documents.
We believe the generative AI will dramatically change the way companies create and use their business content, and since the beginning of the year, we have made it a priority to integrate this new technology in our product. The combination of the generative AI capabilities to understand and generate text, with our existing document management and workflow features, enables a large number of high value use cases, from contracts management to RFP responses, audit reports, or recruitment processes.
Our team is made of passionate and dedicated people who love to innovate. We work in a very collaborative and transparent manner: we believe that good ideas can come from anyone, regardless of their formal job role.
Key Responsibilities:
- Elevate the customer service experience to create highly engaged customers and foster organic growth.
- Take comprehensive ownership of customer issues, ensuring problems are resolved or escalated efficiently and effectively, in a worldwide 24/7 perspective
- Manage a team of 6 people, geographically spread between North America and Europe
- Help update roadmap with customer needs or recurring tasks
- Develop and refine service procedures, policies, and standards to align with best practices and company goals.
- Maintain meticulous records, documenting all customer service actions, discussions, and resolutions.
- Analyze performance data to compile accurate reports, identifying trends and areas for improvement.
- Lead recruitment efforts for customer service agents; mentor and develop the team, promoting a culture of excellence, encouragement, and empowerment.
- Manage resources effectively, optimizing asset utilization to meet or exceed qualitative and quantitative objectives.
- Champion our products, ensuring the support team is knowledgeable and enthusiastic in advocating for our solutions during customer interactions.
Qualifications:
- Proven experience in a customer service leadership role, preferably in a B2B SaaS environment.
- Strong analytical skills, with experience in report generation and data analysis.
- Excellent communication and leadership skills, capable of motivating and driving team performance.
- Demonstrated ability to manage complex customer issues, with a track record of successful problem resolution.
- Familiarity with industry standards and customer service best practices.
- Ability to manage and prioritize multiple projects and tasks effectively.
- Languages: English and French fluent
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