Head of Support Emea
Il y a 5 mois
As a Head of Support, you will be responsible for leading a high-performing team, ensuring exceptional customer experiences, great customer satisfaction, and driving continuous improvements in our support processes. Your role will be crucial to significantly impact customer satisfaction and loyalty, directly influencing 360Learning’s reputation and success.
With 7 Support Engineers and 3 Technical Writers split between 4 different countries, the Support Team plays a pivotal role in defining and executing our customer strategy. We aim at providing best in class assistance for all functional and technical questions and only operate
**asynchronously **(tickets only): no live assistance (chat, phone) is provided.
The support team is in charge of answering all the tickets open by our +1500 customers.
**Within 1 month, you will**:
- Experience a comprehensive onboarding that includes an insight into our teams, culture, and product
- Become an expert in Trello & asynchronous communication
- Discover the Support team and get to know the key stakeholders you’ll be working with
**Within 3 months, you will**:
- Analyze support metrics and KPIs to identify trends, address areas of concern, and implement improvements.
- Collaborate closely with cross-functional teams to enhance product offerings and customer experience.
**Within 6 months, you will**:
- Lead, mentor, and expand a team of support agents and technical writers fostering a culture of excellence, accountability, and continuous learning.
- Ensure the team is equipped with the necessary tools and training to provide top-notch service.
**Within 12 months, you will**:
- Design a balanced support framework, integrating dedicated staff, outsourced resources, and leveraging self-service strategies and AI enhancements.
**The Skill Set**:
- Proven experience in leading and scaling customer support teams in a dynamic environment.
- Strong track record in improving customer satisfaction and support metrics within a software company, preferably with a payment component
- Technical acumen with a proven ability to investigate bugs in-depth and asynchronously
- Excellent leadership and people management skills, with the ability to inspire and develop high-performing teams.
- Strategic thinker with a customer-first mindset and a knack for problem-solving.
- Experience with customer support technologies and platforms (e.g., Zendesk)
- Fluent English (US/UK) / B2 level or equivalent (FR)
**What we offer**:
- ** Compensation**:Package includes base salary, a variable component and equity
- ** Benefits/Perks**: Work From Home stipend, RTT, lunch vouchers, medical insurance, gym subscription, 1 month parental leave for the second parent. View our CSR charter.
- ** Balance**: Flexible hours, full remote work possible anywhere in France
- ** International team**:Offices in London, New York and Paris
**Interview Process**:
- Phone Screen with our Talent Acquisition Manager
- Discovery Meeting with our VP Customer Success EMEA
- Case Study Presentation with both our VP Customer Success (EMEA and North America)
- Clarification Meeting with a Support Engineer and a Tech Writer
- Culture Fit Meeting with our CRO and co-founder
- Ref checks
- Offer
**Who We Are**
- 360Learning enables companies to upskill from within by turning their experts into champions for employee, customer, and partner growth. With our LMS for collaborative learning, Learning & Development teams can accelerate upskilling with the help of internal experts instead of slow top-down training. 360Learning is the easiest way to onboard and upskill employees, train customer-facing teams, and enable customers and partners-all from one place.
360Learning powers the future of work at 1,700 organizations. Founded in 2013, 360Learning has raised $240 million with 400+ team members across the US and EMEA.
**Learning Includes Everyone.**
- In concert with our culture, 360Learning believes learning includes everyone and that means embracing the strengths of diversity, connectedness, and inclusion. Through conscientious efforts, our global footprint celebrates cultures, perspectives, and experiences from all over the world to support our platform that is built for all regardless of race, ethnicity, gender identity or expression, sexual orientation, religion, age, neurodiversity, disability status, citizenship, veteran status or any other aspect which makes an individual unique or protected by laws and regulations in the locations where we operate. Thus, 360Learning is proud to be an equal opportunity workplace, and we commit to continue this throughout our processes for recruitment, compensation, benefits, performance, promotion, and all other conditions and terms of employment.
**We want to learn from and with you
-
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