Director of Global Customer Support

Posted on Support

COMPANY INFORMATION:

Have you always wanted to unite your passion for learning with your customer care skills? Do you want to work with an incredible team that is making an impact on learning around the world? Then we can’t wait to meet you!

We’re looking for a Global Customer Support Director to join the team at Edpuzzle, a leading edtech company with HQs in San Francisco and Barcelona and a team that’s growing around the globe! The right person will help us to deliver the best customer support service for our teachers and empower them to engage their students with videos. If you’re looking for a meaningful role on a multicultural and collaborative team, you’ll feel right at home with us.

JOB DESCRIPTION:

Do you like to face new challenges? You’ll have a front-row seat at one of the fastest-growing companies in educational technology, trusted by over 80% of schools in the USA and millions of teachers and students across the globe. You’ll also have the opportunity to have a global vision of customer support and diversify the team to provide excellent support to all our users around the world. In the process, you’ll be challenged daily, learn constantly, see the impact of your opinions and work, and grow as a Customer Support Global Leader.

Responsibilities

Have a global vision of customer support.
Diversify team to provide excellent support to all our users around the world.
Coordinate and unify the different customer support teams.
Guarantee response time and best-in-class quality customer support responses.
Develop and implement methods to quantify customer issues, doubts, and common questions and manage escalation of critical customer issues.
Collaborate cross-functionally with Product, Engineering, Curriculum, School Success, and Sales to ensure that we understand our customers completely as we grow.
Deliver reports to the Product team to improve UX and reduce workload for the CS team.
Build excellent interdepartmental relationships with Product and Engineering to ensure key input into the prioritization of bug escalations and product enhancements, driven by customer feedback.
Oversee hiring and training of new and experienced customer support agents in multiple countries to provide excellent tech support, mostly around Canvas, Schoology, Moodle, Google Classroom, and Setup (School Filters), while building a culture of excellence and exceptional customer experiences.
Guarantee a Help Center in all the languages Edpuzzle operates in with the most common requests and updates when necessary.
Draft, implement and execute the department’s budget, policies, procedures, service levels, and requirements to facilitate a quality customer service experience company-wide.
Ensure consistent execution of our Support objectives as measured by a variety of KPIs.
Oversee team management to ensure target performance and quality levels are met while promoting individual professional growth and a positive, fun work environment.
Own global strategy for timezone handoff, operational delivery, and measurement.
Manage operational dashboard to track and monitor key business metrics, maintain a high-level view of all open customer issues, and present regular updates on open issues (both internally and externally).

Requirements

More than 5 years of experience building and leading world-class global support teams with high-impact results.
Experience in a high-growth SaaS company preferred and proficient with customer service software, databases, and tools.
Experience with optimizing and implementing incident management processes at the support operations level from SLA adherence to customer-facing documentation.
Previous experience with managing, coaching, and developing managers across different locations, cultures, and countries.
Demonstrated experience with handling customer escalations in close collaboration with internal stakeholders from other departments like Sales and Engineering.
Excellent soft skills: verbal, written communication, interpersonal, customer service skills, organizational skills, and attention to detail.
Strong analytical and problem-solving skills.
Strong leadership skills, and time management skills with a proven ability to meet deadlines.
Ability to function well in a high-paced and sometimes stressful environment.
A Growth Mindset: Always wondering about the “why” and “how can we make things better” and looking for ways to innovate that drive outstanding customer experiences.

About Company

Edpuzzle

Job Information

Status: Open Job type: Full Time Salary: Negotiable Publish date: 16 May 2022

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