Head of Reactive and Proactive Service
10 hours ago
We deliver enterprise software for a great people experience, offering our own people a host of benefits and development opportunities.
Job DescriptionThe Global Head of Customer Support is a strategic executive role responsible for defining and executing a comprehensive support strategy that spans reactive and proactive service, self-service optimization, and continuous customer experience enhancement.
This includes:
- Self-Service Optimization: Drive initiatives to expand and enhance self-service capabilities, including the development of knowledge bases, AI-driven support solutions, and online resources to empower customers.
- Customer Experience Excellence: Ensure high standards for customer interactions across all support channels, embedding a customer-centric approach within the team.
- Net Promoter Score (NPS): Track improvements in NPS due to enhanced support experiences and proactive engagement.
Key qualifications:
- Bachelor's degree required.
- Proven track record of building and leading a high-performing, customer-centric support organization.
Salary range: $130,000 - $170,000 annually based on experience and performance, we offer a balanced lifestyle, talented colleagues, and a safe working environment.
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