Job description
The support and tech writing teams provide a low effort customer experience to resolve queries by understanding their needs and communicating solutions efficiently, effectively, and accurately. Customers interact with our agents through a ticketing system and take advantage of our knowledge base and AI enabled chat for over 2,000 customers. Internal audiences from sales to customer success count on our support team to provide accurate and comprehensive product information as the source of truth.
With a global span of 14 Support Agents and 3 Technical Writers split between North America and Europe, the Support Team plays a pivotal role in the product expertise of our customers. We aim to provide world class support.
As a Head of Support you will be responsible for leading a team rich in our culture of Convexity.. Support is responsible to serve every front line employee and empower them to accomplish world class delivery. As such, your role will be crucial to significantly impact customer retention, directly influencing 360Learning’s reputation and success.
Within 1 month, you will:
- Experience a comprehensive onboarding that includes an insight into our teams, culture, and product
- Establish key metrics and reporting in Zendesk, Salesforce and the product
Within 3 months, you will:
- Analyze support metrics and KPIs to identify trends, address areas of concern, and challenge our 12 month to 3 year roadmap ensuring we are ahead of other top organization in our use of AI and method of support
- Collaborate closely with cross-functional teams, including Product, Engineering, and Professional Services to provide technically sound, high quality comprehensive answers in language
- Establish exceptional communication with our Customer Success team in Zendesk and escalating key customer issues for faster resolution
Within 6 months, you will:
- Execute the operational efficiencies identified in your six month plan with the buy in across functions and within your own team including methods of communication, tiers, AI, tool selection
- Lead, mentor, and expand a team of support agents and technical writers, fostering a culture of excellence, accountability, and continuous learning.
- Ensure the support team is equipped with the necessary training to provide top-notch service.
Within 12 months, you will:
- Reach the KPIs established to provide best in class customer education and support by integrating staff, resources and leveraging enterprise support and tech writer tools and AI enhancements.
The Skill Set:
- Proven experience in leading and scaling customer support and knowledge bases in a B2B SaaS dynamic environment.
- Strong track record in improving customer satisfaction and support metrics
- Technical acumen with a proven ability to investigate customer issues, and reporting in-depth and asynchronously
- Excellent leadership and people management skills, with the ability to inspire and develop high-performing teams in a Convexity culture in a European and North American environment
- Strategic data driven thinker with a customer-first mindset and a knack for problem-solving.
- Experience with customer support technologies and platforms specifically Zendesk and SFDC Service Cloud
- Fluent English (US/UK) / B2 level or equivalent (FR), with a nice to have German B2 level or equivalent
- Enthusiasm for our working environment explained here: https://bit.ly/Convexity_360L
What we offer
- Compensation: Package includes base salary, a variable component and equity 📈
- Benefits/Perks: Work From Home stipend, RTT, lunch vouchers, medical insurance, gym subscription, 1 month parental leave for the second parent.
- Balance: Flexible hours, full remote work possible anywhere in France 🏠
- Diversity, Equity, and Inclusion: We have 6 active ERGs including Mental Health, Environmental/Sustainability, Women, Parents, LGBTQIA2S+, and Ethnic Diversity. Each group has at least one executive team member serving as a member of the group, bringing greater awareness to each group’s activities and providing a quick path to impact
- Corporate Social Responsibility: Review our CSR Charter: 360learning.com/blog/corporate-social-responsibility-charter 🌎🌏🌍
- Culture: A framework that will help you make an impact - envision our way of working and our Convexity Culture: https://bit.ly/Convexity_360L & find out more about the teams, product and processes https://bit.ly/42H1ggC 🚀👩🏻💻🏆
Interview Process
- Phone Screen with our recruiter
- Discovery meeting with our Chief Operations Officer
- Case study Meeting with key stakeholders (Ops, Product, R&D)
- Clarification meeting with several Support Agents
- Cultural Fit interview with our Chief Executive Officer
- Ref Checks
- Offer!
Who We Are
360Learning enables companies to upskill from within by turning their experts into champions for employee, customer, and partner growth. With our LMS for collaborative learning, Learning & Development teams can accelerate upskilling with the help of internal experts instead of slow top-down training. 360Learning is the easiest way to onboard and upskill employees, train customer-facing teams, and enable customers and partners–all from one place.
360Learning powers the future of work at 1,700 organizations. Founded in 2013, 360Learning has raised $240 million with 400+ team members across North America and EMEA.
Learning Includes Everyone.
In concert with our culture, 360Learning believes learning includes everyone and that means embracing the strengths of diversity, connectedness, and inclusion. Through conscientious efforts, our global footprint celebrates cultures, perspectives, and experiences from all over the world to support our platform that is built for all regardless of race, ethnicity, gender identity or expression, sexual orientation, religion, age, neurodiversity, disability status, citizenship, veteran status or any other aspect which makes an individual unique or protected by laws and regulations in the locations where we operate. Thus, 360Learning is proud to be an equal opportunity workplace, and we commit to continue this throughout our processes for recruitment, compensation, benefits, performance, promotion, and all other conditions and terms of employment. We want to learn from and with you!
