Director, Global Support

7 months ago

Ottawa, Canada Assent Full time

**Company Description** Summary**

Assent is the leading solution for supply chain sustainability tailored for the world’s top-tier, sustainability-driven manufacturers. Hidden risks riddle supply chains, many of which weren't built with sustainability in mind. That's where we step in. With insights from experts, Assent is the tool manufacturers trust for comprehensive sustainability.

We've grown from $5 million to $85 million ARR in just six years. With our recent $350 million funding led by Vista Equity Partners, we're poised for even greater expansion and are on the lookout for outstanding team members.

Being a Certified B Corporation, we don't just advocate for sustainability - we live it. This certification underscores our commitment to environmental, social, and governance excellence. At Assent, your work will directly amplify transparency, sustainability, and fair practices worldwide.

**Hybrid Work Model**

At Assent, we proudly embrace a remote-first work model, valuing the flexibility and autonomy it provides our team. We also acknowledge the intangible benefits of occasional in-person workdays. For team members situated within 50 kms/31 miles of our five global offices in Ottawa, Eldoret, Penang, Columbus, and Amsterdam, you can expect to come into the office one day a week. Similarly, those near our co-working spaces in Nairobi and Toronto are encouraged to work onsite once a month.
**Job Description** Position Summary**

The Director, Product Support holds a pivotal role within our organization. This individual brings extensive technical expertise, mastery of support processes and a deep understanding of customer needs. We seek a leader who challenges conventional approaches & is willing to take risks for enhancing support quality & operational efficiency. The Director, Product Support is a strategic leader with a strong focus on people development, problem solving and achieving tangible results within a global context.

**Key Requirements and Responsibilities**

**Strategic Vision & Planning**
- Develop & articulate a comprehensive strategic vision for Product Support
- Formulate strategic plans & initiative to enhance support processes, ensuring alignment with the business goals & customer expectations
- Collaborate with cross functional teams to integrate support strategic with Product Development, QA & marketing efforts
- Continuously evaluate industry trends, customer & supplier feedback & market dynamics to refine & adapt the support strategy as needed
- Oversee the design of educational programs & resources to enhance the knowledge & capabilities of customers, suppliers & internal users

**Business KPIs & OKRs**
- Develop & implement a comprehensive (KPI) system for the Product Support teams, including identifying relevant metrics, designing frameworks, establishing measurement criteria & fostering stakeholder involvement
- Monitor the effectiveness of educational programs through feedback mechanisms & performance metrics, iterating on strategies to improve engagement & knowledge retention

**Team Development & Leadership**
- Review and develop management team and leads through performance management and training initiatives, providing coaching & support to enhance team effectiveness

**Continuous Improvements & Automation**
- Promote a culture of continuous improvement & automation. Monitor and evaluate pilots and testing of new approaches

**Qualifications** Your Knowledge, Skills and Abilities**

We strongly value your talent, energy and passion. It will also be valuable to Assent if you have the following qualifications,
- Extensive experience (15+ years) of experience in technical support or support delivery, with at least 8+ years in a management role with demonstrated impact
- managing global teams is a benefit
- A strategic problem solver, able to come up with out of the box solutions that drive efficiency, enable scale and delivery on customer and internal performance metrics
- Strong expertise in data analysis & data visualization for informed decision-making & strategic insights
- Advanced proficiency in MS Office Suite & Google Applications particularly MS Excel & G Sheets, to optimize team cohesion & productivity

**Additional Information** Life at Assent**

**Wellness**:We believe that you and your family’s well being is important. As a result, we offer vacation time that increases with tenure, comprehensive benefits packages (details vary by country), life leave days and more.

**Financial Benefits**: It’s not all about the money - well, it’s a little about the money. We understand that financial health is important and we offer a competitive base salary, a corporate bonus program, retirement savings options and more.

**Life at Assent**:There is purpose beyond your work. We provide our team members with flexible work options, volunteer days and opportunities to get involved in corporate giving initiatives.

**Lifelong Learning**: At Assent, curiosity is not only

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