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Global Head Of Customer Support

Há 1 mês

Lisbon, Portugal Unit4 Tempo inteiro
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.