Customer Support

hace 3 semanas


Granada, España Unit4 Nv A tiempo completo

We are in Business for People, empowering people in service organizations with innovative Enterprise and Business software solutions. We've innovated and taken a new approach to delivering ERP that works for people. Self-driving, adaptive, and intuitive software that is changing the way people work. Our solutions empower people and deliver a better people experience so people can spend time on meaningful high-value work they live for.Job DescriptionThe Global Head of Customer Support is a strategic executive role responsible for defining and executing a comprehensive support strategy that spans reactive and proactive service, self-service optimization, and continuous customer experience enhancement. This individual will lead the global support team to consistently meet and exceed service expectations, delivering an exceptional customer experience that aligns with our brand values.Key ResponsibilitiesStrategic Leadership: Define and implement a global customer support strategy that ensures world-class service and aligns with business objectives.Proactive Support Initiatives: Develop and lead proactive support practices that anticipate customer needs, reduce issues, and improve overall satisfaction.Self-Service Optimization: Drive initiatives to expand and enhance self-service capabilities, including the development of knowledge bases, AI-driven support solutions, and online resources to empower customers.Customer Experience Excellence: Ensure high standards for customer interactions across all support channels, embedding a customer-centric approach within the team.Cross-Functional Collaboration: Work with Product, Engineering, and Customer Success teams to align support initiatives with product updates, improving the overall customer journey.Team Development & Performance: Build and lead a high-performing global support team, instilling a culture of accountability, customer-centricity, and continuous improvement.Key AccountabilitiesCustomer Satisfaction (CSAT): Achieve and maintain high CSAT scores by optimizing support responsiveness, issue resolution, and customer communication.First Contact Resolution (FCR) Rate: Improve the rate of first contact resolutions, reducing time-to-solve and increasing customer satisfaction.Self-Service Utilization: Increase adoption of self-service resources, tracking usage metrics to ensure effectiveness and accessibility.Response & Resolution Times: Consistently meet or exceed service level targets for response and resolution times across all support channels.Operational Efficiency: Optimize support operations through technology and best practices, focusing on reducing overall support costs while enhancing service quality.Key Metrics for SuccessCustomer Satisfaction (CSAT) Score: Target of 4.5 / 5 or higher for all customer interactions.First Contact Resolution (FCR): Minimum 20% FCR rate, with improvements over time.Self-Service Deflection Rate: Target 5% annual increase in self-service use, reducing inbound support requests.Average Response Time (ART) & Average Resolution Time (ART): Meet or exceed predefined benchmarks to improve customer experience.Net Promoter Score (NPS): Track improvements in NPS due to enhanced support experiences and proactive engagement.QualificationsBachelor's degree required; advanced degree preferred.10+ years of experience in customer support leadership roles, with a focus on global operations, ideally in a SaaS or technology environment.Proven track record of building and leading a high-performing, customer-centric support organization.Strong strategic and operational skills, with experience in self-service and AI-driven support solutions.Excellent interpersonal and communication skills, with experience working cross-functionally to align support with company-wide objectives.Data-driven approach with experience in tracking and analyzing key performance metrics to inform decision-making and continuous improvement.Additional InformationJoin Unit4 and be part of one of the most exciting journeys in the cloud ERP software space. We're a fast-paced, high-growth, people-centric company, delivering enterprise software for a great people experience, and offering our own people a host of benefits and development opportunities. Grow with us.At Unit4, we offer:a culture built on trust - giving you the freedom and autonomy to be successful,balance - with our uncapped time off policy, remote working opportunities and Global Wellbeing Days when the whole company can switch off and prioritize well-being,talented colleagues, role models and mentors - work, learn and be inspired by some of the best talent in the software industry,a commitment to sustainability - with initiatives such as our Act4Good program, a way for everyone at Unit4 to come together and engage in actions that benefit society and the planet,a safe and inclusive working environment – supported by our Employee Resource Groups, which are open to all and include Women at Unit4, Pride at Unit4, Mental Health and Access at Unit4, and People of Color at Unit4.Unit4 is committed to ensuring equal opportunity for everyone. Together, we continue to build an inclusive culture that encourages and celebrates the diversity of our employees, where they all are seen as a real value to the company. We guarantee a fair consideration for employment, without discrimination. That's why we make our hiring decisions solid based on merit, qualifications, and current business needs. We invite you to be a part of this diversity and join our community
#J-18808-Ljbffr


  • Customer Support

    hace 3 semanas


    Granada, España Unit4 Nv A tiempo completo

    We are in Business for People, empowering people in service organizations with innovative Enterprise and Business software solutions. We've innovated and taken a new approach to delivering ERP that works for people. Self-driving, adaptive, and intuitive software that is changing the way people work. Our solutions empower people and deliver a better people...


  • Granada, España Cataloxy A tiempo completo

    Ofertas de empleo Global Head Of Customer SupportPublicada: 23.11.2024. Actual hasta: 07.12.2024 Global Head Of Customer Support, GranadaSalario: a convenirDescripción de la ofertaThe Global Head of Customer Support is a strategic executive role responsible for defining and executing a comprehensive support strategy that spans reactive and proactive...


  • Granada, España Cataloxy A tiempo completo

    Ofertas de empleo Global Head Of Customer SupportPublicada: 23.11.2024. Actual hasta: 07.12.2024Global Head Of Customer Support, GranadaSalario: a convenirDescripción de la ofertaThe Global Head of Customer Support is a strategic executive role responsible for defining and executing a comprehensive support strategy that spans reactive and proactive service,...


  • Granada, España Unit4 A tiempo completo

    Job Description The Global Head of Customer Support is a strategic executive role responsible for defining and executing a comprehensive support strategy that spans reactive and proactive service, self-service optimization, and continuous customer experience enhancement.This individual will lead the global support team to consistently meet and exceed service...


  • Granada, España Unit4 A tiempo completo

    **Company Description** We are in Business for People, empowering people in service organizations with innovative Enterprise and Business software solutions. We’ve innovated and taken a new approach to delivering ERP that works for people. Self-driving, adaptive, and intuitive software that is changing the way people work. Our solutions empower people and...


  • Granada, España Unit4 A tiempo completo

    Job DescriptionThe Global Head of Customer Support is a strategic executive role responsible for defining and executing a comprehensive support strategy that spans reactive and proactive service, self-service optimization, and continuous customer experience enhancement. This individual will lead the global support team to consistently meet and exceed service...


  • Granada, Granada, España Alight Solutions A tiempo completo

    Company Overview: Strada is a technology-enabled, people-powered company committed to delivering world-class payroll, human capital management, and financial management solutions to organizations globally. With over 30 years of expertise and a team of more than 8,000 experts, Strada blends leading-edge technology with human ingenuity to help businesses...


  • Granada, Granada, España Amazon A tiempo completo

    **About Amazon Operations**Amazon's operations are the backbone of the customer experience, with a network of over 50 fulfilment centres, hundreds of delivery stations, and tens of thousands of employees working together to efficiently deliver items to customers.**Our Culture**Safety is our top priority, and our operations culture is defined by teamwork,...


  • Granada, Granada, España Cbtalents A tiempo completo

    Location: Athens, Greece (On-Site)Employment Type: Full-timeLanguage Requirements: Spanish C2 and English B2We are seeking a highly skilled Customer Support Specialist to join our team in Athens. This role offers an exciting opportunity to make a meaningful impact on customers' online experiences.Main Responsibilities:Provide expert support to...


  • Granada, España CBTALENTS A tiempo completo

    Location: Athens, Greece (On-Site)Employment Type: Full-timeLanguage Requirements: Spanish C2 and English B2 We are seeking a Customer Support Specialist for the Spanish market, dedicated to assisting clients with inquiries related to their online experience. This role is based in the vibrant city of Athens and offers an exciting opportunity to make a...


  • Granada, España Recruit4Work Sl A tiempo completo

    Are you someone who likes to help people with their questions and do you want to experience the Mediterranean life? Then we have the job for you We are looking for customers service representatives who can ensure a friendly and positive customer service experience for the customers. While doing this you can experience the Mediterranean life by living in the...


  • Granada, España Recruit4Work SL A tiempo completo

    For one of the biggest names in tech we are looking for Technical support agents. In this challenging role you will help end clients solve technical problems and answer any questions they may have. Our ideal candidate is A natural team player - we believe in supporting and developing our people, Someone who loves to give and receive fantastic customer...


  • Granada, España Recruit4Work Sl A tiempo completo

    For one of the biggest names in tech we are looking for Technical support agents. In this challenging role you will help end clients solve technical problems and answer any questions they may have. Our ideal candidate is A natural team player - we believe in supporting and developing our people, Someone who loves to give and receive fantastic customer...


  • Granada, España Unit4 A tiempo completo

    Company Description **Job Description**: **What you will do**: As an Application Support Consultant (for Unit4 Talent Management), you are the first point of contact for our customers on IT and Business Application related questions for our solutions. You will need to provide a professional, efficient, and effective support service to Unit4 Talent...


  • Granada, España Recruit4Work SL A tiempo completo

    For one of the biggest names in tech we are looking for Technical support agents. In this challenging role you will help end clients solve technical problems and answer any questions they may have. Our ideal candidate is A natural team player - we believe in supporting and developing our people, Someone who loves to give and receive fantastic customer...

  • Dutch Customer Service

    hace 4 meses


    Granada, España Recruit4Work SL A tiempo completo

    For one of the biggest names in tech, we are looking for Customer Service agents. In this challenging role, you will help end clients solve technical problems and answer any questions they may have. Our ideal candidate is A natural team player - we believe in supporting and developing our people Someone who loves to give and receive fantastic customer...

  • Dutch Customer Service

    hace 4 meses


    Granada, España Recruit4Work Sl A tiempo completo

    For one of the biggest names in tech, we are looking for Customer Service agents. In this challenging role, you will help end clients solve technical problems and answer any questions they may have. Our ideal candidate is A natural team player - we believe in supporting and developing our people Someone who loves to give and receive fantastic customer...


  • Granada, España Recruit4Work Sl A tiempo completo

    For one of the biggest names in tech we are looking for Technical support agents.In this challenging role you will help end clients solve technical problems and answer any questions they may have.Our ideal candidate is A natural team player - we believe in supporting and developing our people, Someone who loves to give and receive fantastic customer service...


  • Granada, España Recruit4Work Sl A tiempo completo

    Are you someone who likes to help people with their questions and do you want to experience the Mediterranean life? Then we have the job for you We are looking for customers service representatives who can ensure a friendly and positive customer service experience for the customers. While doing this you can experience the Mediterranean life by living in the...


  • Granada, España Recruit4Work Sl A tiempo completo

    Are you someone who likes to help people with their questions and do you want to experience the Mediterranean life? Then we have the job for you We are looking for customers service representatives who can ensure a friendly and positive customer service experience for the customers. While doing this you can experience the Mediterranean life by living in the...