Global Head of Customer Support

il y a 2 semaines

Paris, France Sunday Temps plein

**About Us**: At sunday, we’re redesigning the entire hospitality experience: not just payments. With a simple QR scan, guests can access the menu, place their order, pay the bill, tip, and leave a review. We fine‑tune every touchpoint to deliver a seamless experience. Our latest innovation brings video into menus: not just visuals, but a way to build trust through transparency and spotlight the craft behind every dish. Our mission goes beyond the guest experience. We build dedicated tools that empower teams, like our best‑in‑class payment terminal built for hospitality, saving servers valuable time. We also share real‑time guest reviews so teams can track satisfaction and improve their shift instantly. Hospitality is demanding: that’s what drives us. It pushes us to move fast, think smart, and raise the bar every day. As our business grows, so do our teams. We’re looking for people who can help us scale and bring structure without slowing us down. **About the Role**: As the Global Head of Community Operations & Customer Support, you will lead sunday’s global support team and scale our customer experience across markets. Your mission is to build a world-class, cost-efficient, tech-enabled support function that enables business growth, delights our customers, and delivers insights to the business. You’ll also oversee the centralization and outsourcing of onboarding operations, transforming support from a cost center to a value engine. This is a high-impact, cross-functional leadership role reporting directly to the EU GM, with strong exposure to founders and tech/product leadership, and with a direct impact on all sunday’s customers. **Key Responsibilities**: **Strategic Leadership** - Define and scale sunday’s global support strategy across all markets - Build the roadmap to gradually outsource onboarding and support operations to a BPO, while ensuring quality and efficiency - Lead workforce planning, including HC needs, shift allocation, and staffing cost optimization - Ensure CS becomes a core element of our voice of the customer efforts, feeding structured insights to Product and Tech teams **Operational Excellence** - Drive performance on CSAT, First Response Time (

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    About UsAt sunday, we're redesigning the entire hospitality experience: not just payments.With a simple QR scan, guests can access the menu, place their order, pay the bill, tip, and leave a review. We fine‑tune every touchpoint to deliver a seamless experience. Our latest innovation brings video into menus: not just visuals, but a way to build trust...

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    Paris, France sunday Temps plein

    Global Head of Customer support & Community Operations Join to apply for the Global Head of Customer support & Community Operations role at sunday Base pay range 👋 About UsAt sunday, we’re redesigning the entire hospitality experience: not just payments.With a simple QR scan, guests can access the menu, place their order, pay the bill, tip, and leave a...

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