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Global Support Director

1 semana atrás

Lisboa, Lisboa, Portugal Iptor Supply Chain Systems Tempo inteiro

About Us

Iptor Supply Chain Systems is a leading provider of cloud ERP-solutions for Distribution and Publishing businesses. Our mission is to help our customers achieve success by delivering exceptional customer support.

The Role

We are seeking an experienced professional to lead our customer support team as the Head of Global Customer Support. In this role, you will be responsible for ensuring exceptional customer satisfaction and continuously improving the support provided in alignment with sales and marketing processes.

Your Responsibilities

  • Oversee and manage the entire lifecycle of Application and Infrastructure service requests, ensuring adherence to SLAs and high customer satisfaction.
  • Lead a team of Consultants and Specialists, ensuring compliance with customer contracts and internal policies.
  • Drive efficient and effective customer support on a global scale, focusing on revenue and cost management.
  • Foster strong partnerships with internal leaders and set higher standards for customer support, enhancing both internal and external customer experiences.
  • Monitor and improve customer service, including escalations, quality of service, and customer satisfaction initiatives.
  • Implement and manage performance reports, analyzing data to drive the customer support organization towards excellence, while ensuring global process consistency and driving efficiency and automation projects.

What We Offer

  • A dynamic and inclusive work environment that values diversity and promotes growth opportunities.
  • A comprehensive training program to develop your skills and expertise.
  • A competitive salary package and benefits, including flexible work arrangements and generous vacation days.
  • A chance to work with a talented team of professionals who share your passion for delivering exceptional customer support.