Actionstep Looking for Director of Global Customer Support at Auckland, Auckland, New Zealand Full Time

Actionstep is a pioneer in the development and sale of software-as-a-service (SaaS) products, specializing in the delivery of Legal Practice Management software. We are a fast growing, dynamic business with a global customer base of more the 2,500 law firms and a team of over 90 in the USA, UK, and New Zealand.

As Director of Global Customer Support, you will execute on the overall vision for the Customer Support Organization, with a focus on the people, process and technology required to deliver great support experiences to customers globally, 24/7.

We are looking for an inspiring people leader who will motivate an amazing team of Customer Support Analysts. This is an ideal opportunity for a domain expert to own the Support Function within a high performing Customer Team. You will have full responsibility to move the team and function forward to meet our goals.

Who you are:

Motivated by owning the customer support side of a growing SaaS company and joining the Customer leadership team to drive overall company success

Customer support expert: you have experience managing a global support team, know what good looks like, and know exactly how to get us there.

A strong communicator & team builder: you are interested in developing & coaching others and can rally teams around new processes & systems

Focused on efficiency and process improvement: you are a support operations enthusiast with a passion for implementing Support Best Practices

Data-driven: you know how to leverage data to inform customer segmentation & support operations strategy

Results-driven and capable of executing against a defined strategy

What you will do:

Manage operational dashboard to track key business metrics; maintain a high-level view of all open customer issues, and present regular updates on open issues to the Customer Leadership Team.

Ensure effective and consistent operational performance across the team – institute best practices and policies across the support function

Hire, develop and mentor Support team members in multiple countries and regions, building a culture of excellence and exceptional customer experiences

Resolve and deliver a 24/7 model to support our customers globally and own strategy for time zone handoff, operational delivery, and measurement.

The KPIs (Key Performance Indicators) you will own:

• CSAT (Customer Satisfaction) for Customer Support interactions
• Increase of NPS (Net Promoter Score) (owned with other Customer Team Leaders)
• Support Ticket Metrics (Response, Time to Close, Re-Open Rate)
• Increase of eNPS (Employee Net Promotor Score) for Global Support Team

What you bring:

3-8 years of experience managing customer facing support teams

Experience managing global Support teams, time zones and channels

Experience growing team members through career leaders, management tracks & individual contributors globally

Excellent customer management instincts and abilities

Excellent written and verbal communications

Ability to travel up to 25%