Global Head of Support

Job description

At 360Learning, support isn’t just about solving problems—it’s a central pillar of the customer experience. Our Support team ensures every customer interaction is fast, accurate, and low-effort, while our Technical Writing team builds and maintains the knowledge base that empowers both customers and internal teams to self-serve effectively.

As Global Head of Support, you’ll be responsible for leading a globally distributed team across EMEA and North America (14 support agents and 3 tech writers), and for scaling support in line with the company’s growth. You’ll own the global support strategy, optimize team structure and operations, and drive continuous improvement in the customer experience. You’ll also lead the rollout of AI-driven tools and automation, with the goal of increasing efficiency, reducing resolution time, and improving customer satisfaction.

Your role is cross-functional and highly visible: you’ll collaborate closely with Product, Engineering, Customer Success, and Enablement to resolve complex issues, surface insights, and help build a more seamless customer journey.

This is a strategic leadership role with the opportunity to make customer support a true differentiator for 360Learning.

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 and a variable component 📈
• Benefits: Work From Home allowance, social security, health insurance, unemployment insurance, common contingency, salary guarantee fund. Leave requests are subject to local policies.
• Balance: Flexible hours, Total work from home possible anywhere in Spain 🏠
• 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 our COO, our VP Engineering and an Ops Team Member
• Clarification Meeting with our Chief People Officer
• 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!