Senior Director Global Support

3 weeks ago

High Wycombe, United Kingdom Crayon Full time
  • Are you interested in the opportunity to build and develop a global support strategy?
  • Passionate about delivering exceptional customer service, and want to take the lead on implementing your own vision?
  • Ready to join a collaborative culture in a company committed to investing in your growth and development?


Practical Information:

Location: Wooburn Green/West London, England| Reports to : General Manager, Crayon UK| Visa Requirements: Valid UK working visa| Language Requirements: Professional English, written and verbal, other languages are an asset| Work Arrangement: Hybrid


As our new Global Support Senior Director, you will have the chance to develop and implement a comprehensive support strategy globally that aligns with our company’s goals and customer needs. By ensuring high-quality customer service across all regions and channels, you will assume accountability for enhancing the overall customer experience . Additionally, you will get the opportunity to define and maintain the product roadmap for support tools , keeping them aligned with the evolving demands of both the business and our customers.


Key responsibilities will include:

  • Collaborating with cross-functional teams to ensure alignment and execute support initiatives
  • Establishing and monitoring KPIs to measure support effectiveness and identify improvements
  • Conducting market and competitive analysis to stay ahead of industry trends
  • Overseeing the training and development of support staff to ensure exceptional service
  • Managing the global support budget to optimize resource use and maximize customer value


Your Competencies:

  • 10+ years of experience in product management , within a global support team supporting external corporate/enterprise customers
  • Experience leading teams and engaging with senior customer stakeholders
  • Demonstrated experience working with IT service providers
  • ITIL v4 qualifications


About You:

  • Strategic thinker with a proven ability to develop and execute plans
  • Effective leader with excellent team management, communication, and interpersonal abilities
  • Financial acumen with expertise in budget management


What's in it for you:

  • Uncapped annual leave (post probation)
  • Flexible working culture
  • Pension and life assurance
  • Private medical insurance
  • Full spectrum of wellness perks
  • UK Culture Committee – many events organized throughout the year


Apply to join an award-winning employer

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