Head of Customer User Support

Job Description:

About the Company
We are a dynamic, subscription-based start-up aiming for rapid global expansion and digital maturity. As part of our commitment to delivering exceptional customer experiences, we are looking for a Head of Customer User Support to build, launch, and scale a world-class customer support function. This role offers a unique opportunity to shape the foundation of our customer support services and play a critical role in our global growth.

About the Role
The Head of Customer User Support will be responsible for designing, building, and scaling our customer support services ahead of market launch. This includes working closely with Salesforce technical teams to develop a robust support platform, defining the service model and service catalogue, recruiting and training a high-performing team, and ensuring the delivery of positive customer outcomes and upsell opportunities. This is a strategic leadership role that requires a blend of operational excellence, customer-centric thinking, and entrepreneurial spirit.

Key Responsibilities

Design and Build Customer Support Function:

• Develop a comprehensive customer support strategy, service model, and service catalogue that aligns with the company’s growth objectives and customer needs.

• Collaborate with Salesforce technical teams to build and configure the support platform, ensuring it meets all functional requirements for multichannel support.

• Define support workflows, escalation procedures, and service level agreements (SLAs) to ensure consistent, high-quality service delivery.

• Establish metrics and KPIs to measure service performance, customer satisfaction, and upsell effectiveness.

Recruitment and Team Building:

• Develop a recruitment plan to build a world-class customer support team, including hiring, onboarding, and training staff to deliver exceptional customer experiences.

• Foster a culture of excellence, continuous improvement, and customer-centricity within the team.

• Design and implement training programs that focus on product knowledge, support skills, and upselling techniques.

Platform Development and Integration:

• Work closely with Salesforce technical teams and IT partners to design, develop, and implement a scalable support platform that integrates with CRM, marketing automation, and other relevant tools.

• Oversee the configuration and customization of the support platform to meet evolving business needs, including workflows, automation, and reporting.

• Ensure the support platform is ready for market launch, fully tested, and optimized for performance and scalability.

Service Launch and Market Rollout:

• Lead the preparation and execution of the customer support function ahead of market launches, ensuring readiness across all operational areas.

• Coordinate with cross-functional teams, including product, marketing, sales, and operations, to ensure smooth market rollout and support handover.

• Develop and execute a scaling plan to expand support capabilities in line with market growth, adapting the service model and resources as needed.

Customer Outcomes and Upsell Strategy:

• Implement strategies to deliver positive customer outcomes, including prompt and effective issue resolution, proactive engagement, and personalized support.

• Identify and develop upsell opportunities within the support process, increasing customer lifetime value through relevant product and service recommendations.

• Train support teams to recognize upsell signals and employ consultative techniques to drive additional revenue while enhancing the customer experience.

Operational Excellence and Continuous Improvement:

• Establish best practices and standards for customer support, including quality assurance, performance management, and process optimization.

• Leverage data analytics and customer feedback to identify areas for improvement, drive innovation, and enhance service delivery.

• Implement continuous improvement methodologies, such as Lean or Kaizen, to optimize workflows, reduce costs, and improve customer satisfaction.

Stakeholder Management and Collaboration:

• Collaborate with senior leadership and other departments (e.g., product, sales, marketing) to align customer support strategy with broader business goals.

• Act as the primary point of contact for support-related issues, representing the customer voice and advocating for their needs.

• Build and maintain strong relationships with external partners and vendors to ensure high-quality service delivery and support.

Multichannel Support Management:

• Oversee support delivery across multiple channels, including email, chat, phone, social media, and self-service platforms, ensuring a seamless and consistent user experience.

• Develop and maintain a comprehensive knowledge base and self-service resources to empower users to find solutions independently.

• Explore and integrate new support channels and tools to meet evolving customer needs.

Customer Feedback and Data Utilization:

• Implement systems to capture and analyse customer feedback, pain points, and satisfaction data to inform support strategies and product improvements.

• Provide insights to cross-functional teams, such as product development and marketing, to improve product offerings and customer engagement.

• Utilize data analytics to track support trends, customer behaviour, and upsell effectiveness, driving actionable improvements.

Crisis Management and Escalation Handling:

• Develop and implement escalation management processes to handle complex customer issues effectively and promptly.

• Serve as the escalation point for critical customer issues, working to resolve them while maintaining positive customer relationships.

• Coordinate with internal teams to ensure effective crisis management and swift resolution of high-impact issues.

Budget and Resource Management:

• Develop and manage the customer support budget, ensuring cost-effective delivery and resource allocation.

• Monitor expenses and identify opportunities for cost savings and operational efficiencies without compromising service quality.

• Ensure optimal resource planning and allocation to meet fluctuating demand and market growth.

Qualifications

• Education: Bachelor’s degree in Business Administration, Customer Experience Management, Operations Management, Information Technology, or a related field. An advanced degree or relevant certifications (e.g., Salesforce, ITIL, Six Sigma) is a plus.

• Experience: Minimum of 7-10 years of experience in customer support or customer experience management, with at least 5 years in a leadership role. Experience in a subscription-based or high-growth environment is preferred.

• Platform Expertise: Strong experience in working with Salesforce or similar CRM platforms, including implementation, customization, and optimization.

• Leadership Skills: Proven track record in building and managing high-performing support teams, with excellent people management and development skills.

• Operational Excellence: Strong knowledge of support operations, service design, and continuous improvement methodologies (e.g., Lean, Kaizen).

• Upsell and Sales Skills: Demonstrated ability to identify and drive upsell opportunities within a customer support environment.

• Analytical Skills: Proficient in data analysis, with the ability to use insights to improve service delivery and customer outcomes.

• Communication Skills: Exceptional verbal and written communication skills, with the ability to engage and influence stakeholders at all levels.

• Project Management: Proficiency in project management tools and methodologies, with experience managing complex, cross-functional projects.

• Adaptability: Ability to thrive in a fast-paced, dynamic environment with shifting priorities and demands.

A few of the benefits

Whether it's the joy of working with people at the top of their game or the Merkle social calendar, people love working here – and we hope you will too

• Attractive and great compensation package

• Flexible work schedule #LI-Hybrid

• Spanish/English lessons

• Free life and health insurance

• Career development through Dentsu University and LinkedIn Learning

• Day off on your birthday

• Annual wellness days

• Merkle Care Employee Assistance Program

• Merkle Benefits Club

• Reduced fee in Andjoy

• 2 volunteering days per annum

• Flexible salary remuneration scheme

Inclusion and Diversity

Our diverse and inclusive culture enables our employees to bring their whole selves to work and be proud of doing so. For us, this is the foundation for great innovation which, in turn, generates better outcomes for our people, partners, and communities. This is why we encourage applications from people with disabilities, and of all ages, nationalities, backgrounds, and cultures.

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