Head Of Support And Customer Experience (Cx) - B2B Saas (Work From Home)

Job DescriptionWe ( are an innovative and thriving B2B software-as-a-service (SaaS) company that provides lead acceleration solutions to organizations worldwide.We have always been a remote company spread across seven countries and five continents. Youll work remotely from your home in South Africa and report directly to the CEO.As the Head of Support and Customer Experience (CX) you will formulate and oversee the strategy, planning and execution of the organizations overall customer experience across the entire customer journey. In addition to leading a customer success/Account management team, you will also lead a Customer Support team that is spread across multiple jurisdictions and time zones and responds to 24/7 customer queries via live chat and email support. To succeed in this role, you will have to be deeply involved in ensuring that the department functions seamlessly with a strong focus on operational excellence and customer satisfaction. An additional critical success factor will be your ability to collaborate with the Sales, Marketing and Product functions to ensure that the customer journey is truly delightful across all touchpoints.The ideal candidate will have had working experience running a 24/7 global customer facing organization that is using best in class processes and systems.IMPORTANT: The global nature of this role requires that you be flexible with your schedule in order to cover staff interaction across multiple time zones. In addition, since this role is responsible for 24/7 support and incident response, interventions during weekends and non-working hours will be required from time to time.In this role, you will:Be in-charge of delivering a seamless customer experience across all stages and touchpoints in the customer journey Drive global initiatives to improve customer activation, onboarding, expansion and retention.Ensure that the customer experience team works in collaboration with all other business functionsLeverage existing and additional relevant technologies for tracking key metrics across the full customer lifecycleLead, manage and direct the daily operations, 24/7 staffing and resource planning for the departmentOwn policies, processes, tools and procedures that ensure effortless customer support and consistent, high-quality interactionsImplement measures to capture and track customer satisfaction and establish a customer-centric culture in the organizationEstablish performance metrics, service levels, and requirements for objectively measuring service levels and team performanceTo be successful in this role, you will need the following:A degree from a reputable university 5+ years of leadership in Support and Customer Experience (CX), preferably in support of technology productsExperience in leading and driving customer facing initiatives with cross-functional teamsStrong process/project management skills with the ability to think strategically and implement tacticallySound business judgment and decision-making abilities on what constitutes best-in-class customer supportThe ideal candidate is highly analytical and self-motivated with experience in maximizing the potential of their team through coaching and leadershipExcellent written and verbal communication to stakeholdersApply because you want to...Have the opportunity to work virtually in the US market and compete with with best in class companies who are on the front line of innovationWork in a modern Saas, Product-led company Work remotely from home, saving you commuting time and promoting work-life balanceGet exposure to working with stakeholders on a global level across different industriesWork in a tech, fast-paced and challenging environment that provides opportunities for professional and personal growthJoin a fantastic organizational culture that places learning at the centre of what we doSocialize with colleagues at our bi-annual company retreats - typically held at an international location (will resume once Covid-19 is under control)Receive a competitive salaryWork in a multicultural environmentIf you want to contribute directly to the growth of an innovative SaaS company, please send us your CV!RequirementsDirector Customer Excellence, Customer Success, Customer Support, Customer Support, Work from Home, Global, B2B, SaaS, Account Management, Product Management, Product Interventions
Pretoria, GT, ZA