Global Head Of Customer Support

3 semanas atrás

Lisboa, Lisboa, Portugal UNIT4 NV Tempo inteiro

We are in Business for People, empowering people in service organizations with innovative Enterprise and Business software solutions. We've innovated and taken a new approach to delivering ERP that works for people. Self-driving, adaptive, and intuitive software that is changing the way people work. Our solutions empower people and deliver a better people experience so people can spend time on meaningful high-value work they live for.

Job Description

The 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 individual will lead the global support team to consistently meet and exceed service expectations, delivering an exceptional customer experience that aligns with our brand values.

Key Responsibilities

  • Strategic Leadership: Define and implement a global customer support strategy that ensures world-class service and aligns with business objectives.
  • Proactive Support Initiatives: Develop and lead proactive support practices that anticipate customer needs, reduce issues, and improve overall satisfaction.
  • 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.
  • Cross-Functional Collaboration: Work with Product, Engineering, and Customer Success teams to align support initiatives with product updates, improving the overall customer journey.
  • Team Development & Performance: Build and lead a high-performing global support team, instilling a culture of accountability, customer-centricity, and continuous improvement.

Key Accountabilities

  • Customer Satisfaction (CSAT): Achieve and maintain high CSAT scores by optimizing support responsiveness, issue resolution, and customer communication.
  • First Contact Resolution (FCR) Rate: Improve the rate of first contact resolutions, reducing time-to-solve and increasing customer satisfaction.
  • Self-Service Utilization: Increase adoption of self-service resources, tracking usage metrics to ensure effectiveness and accessibility.
  • Response & Resolution Times: Consistently meet or exceed service level targets for response and resolution times across all support channels.
  • Operational Efficiency: Optimize support operations through technology and best practices, focusing on reducing overall support costs while enhancing service quality.

Key Metrics for Success

  • Customer Satisfaction (CSAT) Score: Target of 4.5 / 5 or higher for all customer interactions.
  • First Contact Resolution (FCR): Minimum 20% FCR rate, with improvements over time.
  • Self-Service Deflection Rate: Target 5% annual increase in self-service use, reducing inbound support requests.
  • Average Response Time (ART) & Average Resolution Time (ART): Meet or exceed predefined benchmarks to improve customer experience.
  • Net Promoter Score (NPS): Track improvements in NPS due to enhanced support experiences and proactive engagement.
Qualifications
  • Bachelor's degree required; advanced degree preferred.
  • 10+ years of experience in customer support leadership roles, with a focus on global operations, ideally in a SaaS or technology environment.
  • Proven track record of building and leading a high-performing, customer-centric support organization.
  • Strong strategic and operational skills, with experience in self-service and AI-driven support solutions.
  • Excellent interpersonal and communication skills, with experience working cross-functionally to align support with company-wide objectives.
  • Data-driven approach with experience in tracking and analyzing key performance metrics to inform decision-making and continuous improvement.
Additional Information

Join Unit4 and be part of one of the most exciting journeys in the cloud ERP software space. We're a fast-paced, high-growth, people-centric company, delivering enterprise software for a great people experience, and offering our own people a host of benefits and development opportunities. Grow with us. At Unit4, we offer:

  • a culture built on trust - giving you the freedom and autonomy to be successful,
  • balance - with our uncapped time off policy, remote working opportunities and Global Wellbeing Days when the whole company can switch off and prioritize well-being,
  • talented colleagues, role models and mentors - work, learn and be inspired by some of the best talent in the software industry,
  • a commitment to sustainability - with initiatives such as our Act4Good program, a way for everyone at Unit4 to come together and engage in actions that benefit society and the planet,
  • a safe and inclusive working environment – supported by our Employee Resource Groups, which are open to all and include Women at Unit4, Pride at Unit4, Mental Health and Access at Unit4, and People of Color at Unit4.
#J-18808-Ljbffr

  • Head Of Global Support

    4 semanas atrás

    Lisboa, Lisboa, Portugal Tn Portugal Tempo inteiro

    .SUPPORTING THE SUCCESS OF OUR CUSTOMERS NOW AND IN THE FUTUREWe have ambitious targets in front of us.Strengthening our position as leading provider of cloud ERP-solutions for Distribution and Publishing businesses, we want to expand our Iptor family with passionate people who are committed to make a difference every day, taking care of our customer's...

  • Head Of Global Support

    3 semanas atrás

    Lisboa, Lisboa, Portugal Iptor Supply Chain Systems Tempo inteiro

    .SUPPORTING THE SUCCESS OF OUR CUSTOMERS NOW AND IN THE FUTURE We have ambitious targets in front of us.Strengthening our position as a leading provider of cloud ERP-solutions for Distribution and Publishing businesses, we want to expand our Iptor family with passionate people who are committed to making a difference every day, taking care of our customer's...

  • Head of Global Operations

    Há 5 dias

    Lisboa, Lisboa, Portugal GrabJobs Tempo inteiro

    Job DescriptionWe are seeking a Head of Global Customer Support to ensure exceptional customer satisfaction and continuously improve the support provided in alignment with sales and marketing processes. As a key member of our team, you will oversee and manage the entire lifecycle of Application and Infrastructure service requests, ensuring adherence to SLAs...

  • Head Of Global Support

    2 semanas atrás

    Lisboa, Lisboa, Portugal Jobtome-All Tempo inteiro

    Social network you want to login/join with: SUPPORTING THE SUCCESS OF OUR CUSTOMERS NOW AND IN THE FUTURE We have ambitious targets in front of us.Strengthening our position as leading provider of cloud ERP-solutions for Distribution and Publishing businesses, we want to expand our Iptor family with passionate people who are committed to make a difference...

  • Head Of Global Support

    Há 7 dias

    Lisboa, Lisboa, Portugal Jobtome Tempo inteiro

    SUPPORTING THE SUCCESS OF OUR CUSTOMERS NOW AND IN THE FUTURE We have ambitious targets in front of us.Strengthening our position as leading provider of cloud ERP-solutions for Distribution and Publishing businesses, we want to expand our Iptor family with passionate people who are committed to make a difference every day, taking care of our customer's...

  • Head Of Global Support

    2 semanas atrás

    Lisboa, Lisboa, Portugal Jobtome Tempo inteiro

    SUPPORTING THE SUCCESS OF OUR CUSTOMERS NOW AND IN THE FUTUREWe have ambitious targets in front of us. Strengthening our position as leading provider of cloud ERP-solutions for Distribution and Publishing businesses, we want to expand our Iptor family with passionate people who are committed to make a difference every day, taking care of our customer's...

  • Head of Global Support

    4 semanas atrás

    Lisboa, Lisboa, Portugal GrabJobs Tempo inteiro

    Social network you want to login/join with:SUPPORTING THE SUCCESS OF OUR CUSTOMERS NOW AND IN THE FUTUREWe have ambitious targets in front of us. Strengthening our position as leading provider of cloud ERP-solutions for Distribution and Publishing businesses, we want to expand our Iptor family with passionate people who are committed to make a difference...

  • Head of Global Support

    3 semanas atrás

    Lisboa, Lisboa, Portugal Iptor Supply Chain Systems Tempo inteiro

    SUPPORTING THE SUCCESS OF OUR CUSTOMERS NOW AND IN THE FUTUREWe have ambitious targets in front of us. Strengthening our position as a leading provider of cloud ERP-solutions for Distribution and Publishing businesses, we want to expand our Iptor family with passionate people who are committed to making a difference every day, taking care of our customer's...

  • Head of Global Support

    3 semanas atrás

    Lisboa, Lisboa, Portugal TN Portugal Tempo inteiro

    SUPPORTING THE SUCCESS OF OUR CUSTOMERS NOW AND IN THE FUTUREWe have ambitious targets in front of us. Strengthening our position as leading provider of cloud ERP-solutions for Distribution and Publishing businesses, we want to expand our Iptor family with passionate people who are committed to make a difference every day, taking care of our customer's...

  • Head of Global Support

    1 semana atrás

    Lisboa, Lisboa, Portugal IPTOR Tempo inteiro

    SUPPORTING THE SUCCESS OF OUR CUSTOMERS NOW AND IN THE FUTUREWe have ambitious targets in front of us. Strengthening our position as leading provider of cloud ERP-solutions for Distribution and Publishing businesses, we want to expand our Iptor family with passionate people who are committed to make a difference every day, taking care of our customer's...

  • Head of Global Support

    Há 4 dias

    Lisboa, Lisboa, Portugal GrabJobs Tempo inteiro

    Social network you want to login/join with: SUPPORTING THE SUCCESS OF OUR CUSTOMERS NOW AND IN THE FUTURE We have ambitious targets in front of us. Strengthening our position as leading provider of cloud ERP-solutions for Distribution and Publishing businesses, we want to expand our Iptor family with passionate people who are committed to make a difference...

  • Head of Global Support

    4 semanas atrás

    Lisboa, Lisboa, Portugal Iptor Supply Chain Systems Tempo inteiro

    SUPPORTING THE SUCCESS OF OUR CUSTOMERS NOW AND IN THE FUTUREWe have ambitious targets in front of us. Strengthening our position as a leading provider of cloud ERP-solutions for Distribution and Publishing businesses, we want to expand our Iptor family with passionate people who are committed to making a difference every day, taking care of our customer's...

  • Head of Customer Experience Management

    Há 5 dias

    Lisboa, Lisboa, Portugal Iptor Supply Chain Systems Tempo inteiro

    Job DescriptionWe are seeking a highly experienced Head of Global Customer Support to join our international team. As a key member of our organization, you will be entrusted with making critical decisions that have a profound impact on Iptor's business relationships, revenue opportunities, and overall goal achievement.

  • Head of Customer Experience Management

    2 semanas atrás

    Lisboa, Lisboa, Portugal Jobtome Tempo inteiro

    Company Overview: Tn Portugal is a dynamic company committed to providing exceptional cloud ERP-solutions for Distribution and Publishing businesses. We strive to expand our customer base while fostering a culture that promotes success for both customers and employees.">Salary and Benefits: Our comprehensive training and development programs aim to empower...

  • Head of Technical Support Services

    2 semanas atrás

    Lisboa, Lisboa, Portugal Grabjobs Tempo inteiro

    **Our Ambition**We aim to become the leading provider of cloud ERP solutions for Distribution and Publishing businesses, strengthening our position in the market through exceptional customer support.Our vision is to create a global team of passionate professionals who are dedicated to making a difference every day, taking care of our customers'...

  • Head of Support and Service Operations

    2 semanas atrás

    Lisboa, Lisboa, Portugal Tn Portugal Tempo inteiro

    **Our Mission**Tn Portugal is dedicated to fostering professional development and career growth. Our comprehensive training and development programs empower employees to reach their full potential. Flexible work arrangements accommodate your lifestyle, whether you prefer a hybrid or remote setup.We value collaboration and innovation, recognizing dedication...

  • Global Customer Support Director

    Há 4 dias

    Lisboa, Lisboa, Portugal Jobtome-All Tempo inteiro

    We are in business for people, empowering individuals in service organizations with innovative enterprise and business software solutions.Job OverviewGlobal Head of Customer SupportThe Global Head of Customer Support is a strategic executive role responsible for defining and executing a comprehensive support strategy that spans reactive and proactive...

  • Head Of Learning Support

    Há 5 dias

    Lisboa, Lisboa, Portugal Aprendizes Tempo inteiro

    .Head of Learning Support // Special Education Coordinator Are you truly passionate about student well-being and dedicated to supporting teachers in meeting the diverse needs of every learner while fostering a love for learning?Do you have experience leading a team of special educators and psychologists, and bring a dynamic, student-centered approach to...

  • Global Head Of Procurement

    3 semanas atrás

    Lisboa, Lisboa, Portugal Jobtome-All Tempo inteiro

    Global Head of Procurement - (Indirects, Directs, Capex & Transformation) Global Head of Procurement - Global Pharmaceutical Organisation – Strategic Procurement Transformation Lisbon (Relocation Assistance Available) This global manufacturing organisation has experienced exponential growth in recent years, leading to an exciting transformation period...

  • Head of International Customer Services

    Há 4 dias

    Lisboa, Lisboa, Portugal GrabJobs Tempo inteiro

    About the RoleIn this critical position as Head of International Customer Services, you will play a vital role in ensuring exceptional customer satisfaction and continuously improving the support provided in alignment with sales and marketing processes.The ideal candidate should have demonstrated assertiveness and proactiveness in dealing with both internal...