Global Head of Customer Support | Product Operations | Ecommerce

Global Head of Customer Support | Product Operations | Ecommerce

My Client delivers sales-driven data and insights to retailers and global companies. We are looking for a permanent Global Head of Customer Support to join this growing team. The Global Head of Customer Support will be very customer centric and passionate about delivering excellent service to external customers. The Global Head of Customer Support is responsible for ensuring we are receiving and responding to customer requests in a timely manner, and resolving to satisfactory conclusions.

Responsibilities:

• Customer Service Management - Customer Satisfaction, SLA management, KPI Reporting, Troubleshooting.
• Stakeholder Management - Reporting, Escalations.
• Responsible for ensuring client initiated service requests are resolved in a timely manner - tracked through ticket resolution SLAs and measured via regular KPI reporting
• Responsible for ensuring Customer Support activity is measured and regularly reported
• Manage Severity 1 incidents via escalation processes, ensuring appropriate stakeholders and contributors are aligned and working towards a successful resolution.
• Performing and documenting detailed root cause analysis on incidents, and engaging with clients and client facing teams where appropriate.
• Owning and driving change with our service providers when they are not meeting expectations set out in the service level agreement, ensuring process improvements are made to bring service back on performance.
• Ensure all work is logged and maintained effectively through comprehensive ticket management processes.
• Influence cross-functional change, to ensure we are collectively focussed on client-first initiatives.
• Track and manage the effectiveness of ticket management processes, and drive continuous improvement with a view to over-serving our clients.
• Working with offshore partners to ensure the operational processes and systems are established and supported to deliver high customer satisfaction.

Key Skills:

• 5+ years of previous experience in a Customer Support role, 3+ years of management experience
• Previous technical operations, customer operations or data operations experience in a high growth company
• Solid process and performance management experience
• Strong experience in Ticket Management systems and processes, with emphasis on customer committed SLAs
• Experience working with external service providers and associated relationships
• Ability to identify, manage and mitigate operational risks on a continuous basis
• Proven track record of delivering service in a fast paced environment
• Experience delivering the right services at the right price in a rapidly changing business environment
• Strong customer facing experience and skills
• Understanding of ITIL service management would be a distinct advantage

Please apply now for immediate consideration and further details.

Keywords: Head of Customer Support, eCommerce, Product Operations, Customer Service Management, SLAs, KPIs, Troubleshooting, Stakeholder Management, Global Head of Customer Support.

Scot Lewis Associates Ltd is acting as an employment business.