Head of Support EMEA

Type de job
CDITemps plein
Créée par

Descriptif du poste

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)
  • Enthusiasm for our working environment explained here: https://bit.ly/Convexity_360L

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
  • Culture: A framework that will make you successful - envision what's it like to join 360Learning from onboarding to ramp-up, and beyond: https://360learning.com/blog/360learner-journey/

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 !

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