Global Head of Customer Experience Architect
Há 22 horas
Unlock a World-Class Support Experience
At Unit4, we're seeking an exceptional leader to helm our global customer support team as the Global Head of Customer Experience Architect. This strategic role demands a visionary who can craft and execute a comprehensive support strategy that seamlessly blends reactive and proactive service, self-service optimization, and continuous customer experience enhancement.
About the Role
We're looking for someone with 10+ years of experience in customer support leadership roles, preferably in a SaaS or technology environment, and a proven track record of building and leading high-performing, customer-centric support organizations. As our ideal candidate, you'll possess strong strategic and operational skills, with expertise in self-service and AI-driven support solutions, as well as excellent interpersonal and communication skills, with a history of cross-functional collaboration.
Your Key Responsibilities
- Define and implement a global customer support strategy that ensures world-class service and aligns with business objectives.
- Develop and lead proactive support practices that anticipate customer needs, reduce issues, and improve overall satisfaction.
- Drive initiatives to expand and enhance self-service capabilities, including knowledge bases, AI-driven support solutions, and online resources to empower customers.
- Ensure high standards for customer interactions across all support channels, embedding a customer-centric approach within the team.
- Collaborate with Product, Engineering, and Customer Success teams to align support initiatives with product updates, improving the overall customer journey.
- Build and lead a high-performing global support team, instilling a culture of accountability, customer-centricity, and continuous improvement.
About You
We're looking for a highly motivated individual with a data-driven approach and experience tracking and analyzing key performance metrics to inform decision-making and continuous improvement. A Bachelor's degree is required, and an advanced degree is preferred. Our ideal candidate will have a proven ability to think strategically, drive innovation, and foster a culture of excellence.
The Package
We offer a competitive salary of $120,000 - $180,000 per annum, based on experience, along with a comprehensive benefits package that includes uncapped time off, remote working opportunities, and Global Wellbeing Days. Join us and be part of a fast-paced, high-growth company that's passionate about delivering enterprise software for a great people experience.
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