Global Head of Support - Remote

Overview

As Global Head of Support at 360Learning, you will lead a globally distributed team to optimize customer support and enhance the customer experience through strategic initiatives and AI-driven tools.

In Short

• Lead a distributed support team across EMEA and North America.
• Own and execute the global support strategy.
• Drive continuous improvement in customer experience.
• Collaborate with cross-functional teams to resolve complex issues.
• Implement AI-driven tools for efficiency and satisfaction.
• Establish key metrics and reporting systems.
• Mentor and develop high-performing teams.
• Analyze support metrics to identify trends and improvements.
• Ensure top-notch service through comprehensive training.
• Enhance customer education and support through strategic integration.

Requirements

• Experience in leading customer support in a B2B SaaS environment.
• Strong track record in improving customer satisfaction.
• Technical acumen to investigate and report on customer issues.
• Excellent leadership and people management skills.
• Data-driven thinker with a customer-first mindset.
• Experience with Zendesk and Salesforce Service Cloud.
• Fluent in English and preferably French and German.
• Enthusiasm for a diverse and inclusive working environment.

Benefits

• Competitive compensation with base salary and variable components.
• Work From Home allowance and health insurance.
• Flexible hours and total remote work possible in Spain.
• Active diversity, equity, and inclusion initiatives.
• Corporate social responsibility engagement.
• Supportive culture with a focus on impact and collaboration.