Director, EMEA Customer Support
Core
Lead the EMEA Customer Support organization, managing a team of managers to achieve global SLA goals, improve workflow efficiencies, and ensure business hour coverage.
Role type
Senior management IC (Customer Support Director)
Builds
An effective regional Customer Support organization
Domain
Financial services (Private Equity, Venture Capital) + Customer Support
Required skills
Team leadership, strategy development, headcount planning, compensation planning, coaching, hiring strategy, onboarding design, project management, cross-functional collaboration, escalation management, performance metrics analysis
Preferred skills
Workflow optimization, Salesforce proficiency, financial market knowledge, Microsoft Office suite
Responsibilities
Manage a team of Customer Support Managers in EMEA to achieve global SLA goals and improve workflow efficiencies; Provide coaching and career development for team members; Partner with the Global Director, Customer Support to develop the EMEA regional support strategy; Set hiring strategy for the EMEA region; Design new team member onboarding and trainings; Work with Global Director to set the EMEA regional schedule to ensure business hour coverage; Serve as a point of escalation for critical client questions; Cross collaborate with other departments to provide actionable feedback and innovate internal processes; Own large projects of strategic importance; Conduct biweekly regional meetings to update Customer Support Specialists on best practices and performance metrics.
Seniority
Director, strategic leadership & team management