Global Head of Support

United States

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Not SpecifiedCompensation

Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

EdTech, SaaSIndustries

Requirements

Candidates must have proven experience in leading and scaling customer support and knowledge bases in a B2B SaaS dynamic environment. A strong track record in improving customer satisfaction and support metrics is required, along with technical acumen for investigating customer issues and reporting. Excellent leadership and people management skills are essential to inspire and develop high-performing teams. The ideal candidate is a strategic, data-driven thinker with a customer-first mindset and problem-solving abilities. Experience with customer support technologies like Zendesk and SFDC Service Cloud is necessary. Fluency in English (US/UK) at a C1 level or equivalent is required, with a preference for German at a B2 level or equivalent.

Responsibilities

The Global Head of Support will lead and mentor a team of support agents and technical writers, fostering a culture of excellence, accountability, and continuous learning. They will be responsible for establishing key metrics and reporting in Zendesk and Salesforce, analyzing support metrics and KPIs to identify trends, and challenging the roadmap to ensure the organization stays ahead in AI and support methods. This role involves collaborating closely with cross-functional teams such as Product, Engineering, and Professional Services to provide comprehensive answers and escalating key customer issues for faster resolution. The Head of Support will execute operational efficiencies, ensure the team is equipped with necessary training, and integrate staff, resources, and tools to provide best-in-class customer education and support.

Skills

Customer Support

Team Leadership

Zendesk

Salesforce

Product Information

Customer Retention

Cross-functional Collaboration

Technical Writing

360Learning

Corporate learning platform for employee upskilling

About 360Learning

360Learning provides a learning platform designed for corporate environments, focusing on enhancing employee skills through collaboration and artificial intelligence. The platform allows in-house experts to become learning collaborators, enabling businesses to efficiently upskill their workforce. It automates mandatory training processes, reducing onboarding tasks and promoting community engagement within organizations. The platform also features one-on-one video coaching, which is especially useful for sales teams, and offers accessible training for frontline staff on any device. Unlike many competitors, 360Learning emphasizes a collaborative approach to learning and has been recognized for its effectiveness in the corporate learning technologies market. The company's goal is to facilitate continuous learning and development within organizations while ensuring high standards of data security and compliance with regulations like GDPR.

New York City, New YorkHeadquarters

2013Year Founded

$235.7MTotal Funding

LATE_VCCompany Stage

Cybersecurity, AI & Machine Learning, EducationIndustries

201-500Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

401(k) Company Match

Unlimited Paid Time Off

Paid Sick Leave

Paid Holidays

Flexible Work Hours

Remote Work Options

Parental Leave

Risks

Integration challenges with eLamp's technology could delay new feature rollouts.

Economic uncertainties may impact 360Learning's expansion plans in North America.

Reliance on key personnel like Chris Bondarenko poses risks if leadership changes occur.

Differentiation

360Learning offers a collaborative learning platform leveraging AI for personalized learning.

The platform integrates with Salesforce and HR systems to align training with business goals.

360Learning's iterative training framework allows for constant course improvement by peer feedback.

Upsides

360Learning's North American operations grew 65% year-on-year, showing strong market demand.

Acquisition of eLamp enhances 360Learning's capabilities in AI-powered skills-based learning.

Increased demand for AI-driven personalized learning experiences supports 360Learning's platform growth.

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