Global Head of Support - Remote

Overview

As Global Head of Support at 360Learning, you will lead a globally distributed team to enhance customer experience through effective support and technical writing, while driving the integration of AI tools for efficiency.

In Short

• Lead a team across EMEA and North America.
• Own the global support strategy.
• Optimize team structure and operations.
• Drive continuous improvement in customer experience.
• Collaborate with Product, Engineering, and Customer Success teams.
• Implement AI-driven tools and automation.
• Establish key metrics in Zendesk and Salesforce.
• Mentor and develop a high-performing support team.
• Ensure top-notch service through training.
• Achieve KPIs for best-in-class customer support.

Requirements

• Experience in leading customer support in a B2B SaaS environment.
• Strong track record in improving customer satisfaction.
• Technical acumen in investigating customer issues.
• Excellent leadership and people management skills.
• Data-driven thinker with a customer-first mindset.
• Experience with Zendesk and SFDC Service Cloud.
• Fluent in English and preferably French.
• Enthusiasm for the company's working environment.

Benefits

• Compensation includes base salary, variable component, and equity.
• Work From Home stipend and lunch vouchers.
• Flexible hours and full remote work possible.
• Medical insurance and gym subscription.
• Parental leave for the second parent.
• Diversity, Equity, and Inclusion initiatives.
• Corporate Social Responsibility involvement.
• Framework for impactful working culture.