Global Head of Support

Within 1 month, you will:

• Experience a comprehensive onboarding that includes an insight into our teams, culture, and product 
• Establish key metrics and reporting in Zendesk, Salesforce and the product

Within 3 months, you will:

• Analyze support metrics and KPIs to identify trends, address areas of concern, and challenge our 12 month to 3 year roadmap ensuring we are ahead of other top organization in our use of AI and method of support
• Collaborate closely with cross-functional teams, including Product, Engineering, and Professional Services to provide technically sound, high quality comprehensive answers in language
• Establish exceptional communication with our Customer Success team in Zendesk and escalating key customer issues for faster resolution

Within 6 months, you will:

• Execute the operational efficiencies identified in your six month plan with the buy in across functions and within your own team including methods of communication, tiers, AI, tool selection
• Lead, mentor, and expand a team of support agents and technical writers, fostering a culture of excellence, accountability, and continuous learning.
• Ensure the support team is equipped with the necessary training to provide top-notch service.

Within 12 months, you will:

• Reach the KPIs established to provide best in class customer education and support by integrating staff, resources and leveraging enterprise support and tech writer tools and AI enhancements.

The Skill Set:

• Proven experience in leading and scaling customer support and knowledge bases in a B2B SaaS dynamic environment.
• Strong track record in improving customer satisfaction and support metrics 
• Technical acumen with a proven ability to investigate customer issues, and reporting  in-depth and asynchronously
• Excellent leadership and people management skills, with the ability to inspire and develop high-performing teams in a Convexity culture in a European and North American environment
• Strategic data driven thinker with a customer-first mindset and a knack for problem-solving.
• Experience with customer support technologies and platforms specifically Zendesk and SFDC Service Cloud
• Fluent English (US/UK) / B2 level or equivalent (FR), with a nice to have German B2 level or equivalent 
• Enthusiasm for our working environment explained here:  https://bit.ly/Convexity_360L

What we offer

• Compensation: Pay structure includes base salary, variable incentive pay, and company equity 📈
• Benefits/Perks: Comprehensive medical, vision, and dental insurance starting your first full month 🏥 401k matching starting from day 1 🏦 Generous parental leave 👶 Professional development opportunities through our own platform 📚
• Balance: We offer unlimited days of annual PTO 🌴 5 days for sick leave 🤒 10 holidays 🗓 We are a remote-first organization and promote flexible work hours 🏠
• Diversity, Equity, and Inclusion: We have 6 active ERGs including Mental Health, Environmental/Sustainability, Women, Parents, LGBTQIA2S+, and Ethnic Diversity.Each group has at least one executive team member serving as a member of the group, bringing greater awareness to each group’s activities and providing a quick path to impact 🤝
• Corporate Social Responsibility: Review our CSR Charter: 360learning.com/blog/corporate-social-responsibility-charter 🌎🌏🌍
• Culture: A framework that will help you make an impact - envision our way of working and our Convexity Culture:https://bit.ly/Convexity_360L & find out more about the teams, product and processes https://bit.ly/42H1ggC 🚀👩🏻‍💻🏆

Interview Process

• Phone Screen with our recruiter
• Discovery meeting with our Chief Operations Officer
• Case study Meeting with key stakeholders (Ops, Product, R&D)
• Clarification meeting with several Support Agents
• Cultural Fit interview with our Chief Executive Officer
• Ref Checks
• Offer!