Global Head Of Customer Support Jobs

Strong communication skills, at both senior management level and team/project level. Effective collaboration with global Business organization and IT functions.

Minimum Bachelor Degree with 12+ years software engineering and global support experience, 7+ years global team management

Risk Excellence mindset, proactive risk identification and risk management.

Deep understanding of SDLC, DevOps, CI/CD, Software monitoring, production support, incident management and infrastructure platforms configuration.

Strategic thinking and strong leadership with extensive experience in IT operations and production support and DevOps

Experience in IT operations in cloud environment

Implement and manage support tools, systems, and technologies to enhance team productivity and customer experience.

Collaborate with other departments, such as product management, engineering, and sales, to address customer needs and provide feedback for product/service enhancements.

Experience setting up and training a remote team to provide 24/7 support

Lead, coach, and manage the customer support team, ensuring high performance, motivation, and professional development.

Strong technical knowledge, with an understanding of server architecture, networking, databases, security practices and API concepts

Strong leadership skills, with the ability to motivate, inspire, and develop a team.

Implement and manage support tools, systems, and technologies to enhance team productivity and customer experience.

Collaborate with other departments, such as product management, engineering, and sales, to address customer needs and provide feedback for product/service enhancements.

Experience setting up and training a remote team to provide 24/7 support

Lead, coach, and manage the customer support team, ensuring high performance, motivation, and professional development.

Strong technical knowledge, with an understanding of server architecture, networking, databases, security practices and API concepts

Strong leadership skills, with the ability to motivate, inspire, and develop a team.

Have 10+ years of management experience in leading globally dispersed teams.

Can champion the best leadership practices leading to effective change management, a culture of innovation, and high employee engagement.

Partner with product and engineering leadership, designers, product managers, and marketing leaders to plan, drive, and deliver user and business value.

Partner with marketing and Go-to-Market Teams to ensure consistent brand experience across all customer interactions.

15+ years’ experience in product strategy, design and / or execution.

Experience in leading digital products from either the financial services, payment, or fintech industries.

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

Excellent customer management instincts and abilities

Gather feedback and align with other departments, including Sales, Support, Product, and finance to improve the customer experience

Increase of NPS (Net Promoter Score) for managed customers

3-8 years of experience managing customer facing success teams

Experience managing global success teams, time zones and channels

Management experience in customer support

Strong leadership and team management skills, with the ability to motivate and inspire a diverse workforce.

Monitor and manage the budget for customer support, optimizing resources and ensuring cost-effective solutions.

Bachelor's degree or equivalent experience.

Excellent communication and interpersonal skills, with the ability to build effective relationships with vendors, team members, and stakeholders.

Solid organizational and problem-solving abilities, with a keen eye for detail.

Demonstrated mindset and tactics for talent development (coaching & performance development/management)

Monitor customer business reviews to understand customer utilization of products, key metrics and opportunities to manage the health of Bottomline's customers

Implement, manage and improve the set of processes and tools to deliver on KPIs of the customer support function

Comprehensive knowledge of support processes and tools to develop/drive the strategy for Bottomline (eg ITIL)

10+ years global support leadership experience

Exceptional communications skills with all levels