Head of Customer Technical Support

Summary

Published on October 16, 2020

Have you led other support organizations to achieve next level of excellence during the growth phase of the business life cycle? Are you pragmatic with an unshakable focus on strategy, execution, and results? If you answered yes to these questions, we are sure this position will sound super exciting to you.

*):You will lead our global Customer and Technical Support strategy and execution to:* Customer-focused* Deliver an exceptional customer experience with lower customer effort that makes it easier and faster for them to gain the benefits of our products* Embrace a 'customer centric' view of the end-to-end experience across all support channels and across the full support life cycle* Be the Voice of the Customer and advocate for customers* People Leadership* Hire, retain, nurture, coach, and empower customer-centric Support people who excel at serving our customers and achieving our mission and objectives* Push decision making down to those closest to the problem and/or customer* Actively coach and empower the management team, growing their leadership and management expertise, and coaching them to better serve their people and our customers* Champion continuous learning and professional development* Create a sense of psychological safety within the department* Keep your teams' morale, health, and happiness high* Operations Leadership* Simplify and optimize support operations to effectively, efficiently, and fiscally deliver and scale without significantly increasing headcount* Drive quarterly OKRs* Ensure operational readiness today, tomorrow, and long into the future* Develop the right set of analytics that* provide real insights into key aspects of Support operations* act as a compass to guide and ensure your department is moving towards our objectives* Embrace an 'innovation mindset' to experiment with new technologies and ways of working that result in increased operating efficiencies, effectiveness, and team happiness* Champion continuous improvement* Partner with:* Work cross-functionally across the business with product, engineering, marketing, and others to deliver feedback, inform the value proposition, and ensure the overall experience is seamless and focused on the customer needs* Executive team to share insights and expertise in the formulation of vision, strategy, and OKRs# What Do You Need To Excel at This Job:Here is a short list of the key attributes you will need to excel in this role:* You are an exceptional servant leader* You empower your people* You are a team builder* You are an operations architect and optimizer* You are a performance and excellence maximizer* You get the *right* things done* You deliver the *right* results* You are fiscally pragmatic**Seasoned support leader with proven success.

You serve your people by actively developing and coaching them as well as creating opportunities for each person to continuously learn, improve, and grow.

What would our working days be without our four-legged friends? # What Else You Should Know About Our Company: WP MediaFounded in 2014 in the beautiful Lyon, France, (http://wp-media. me/) is an equal opportunity employer with a distributed team of +35 teammates living around the world.

( Cw_iu I2e-eg Wu Xv1GN3y0q YTs Efg CSHIpu MNUXu5a O8C7w19nq4_w ZXCNo9a AIMYPYi Le Ie IHg ZUz F9Ew Ze GFWNKn9Wr TUR384r32GZP3TRei R4IRo M-8ti R5Nrido3VNh QRg Ry)# Do We Share the Same Values?

( GMT7X35n4n-Zj LV9p5t X-INQBWGBf-rf-35is9TAbkx Cv8OE6r PHK7URg KKt Upo-98h JAOw3o Ytv BOynkz QCZWC6lre Tw5w Nn QVTTyjf Mo_Vzzgdrpfu MNf JTSgd Ss Rz1pr Fq1)**We care about the work you do, not about the hours you sit at your desk. **Every year, we organize a trip with the whole team and **spend a week of coworking and fun activities together**.

To give you an idea, so far we have traveled to Spain, Portugal, and Mexico:!

( Uiqjt Br5Aivu BE59K_ZJWk Bc FKwwtuvg K6Ugj IV7Lu63LZE47p At O9f T-xvkl Uy D6y5ESrvy_Czvs Ipjdc XVsdy CV62u Fpy OWODX8fw9k DGEVBqz L8nm Hk Xk U_k Ji Wk REOl LWEq)Now that we have told you so much about us, it your turn.

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