Global Head of Customer Support

2 weeks ago

Calgary, Canada Sidetrade Full time

Calling all tech leaders Are you a problem-solving, curious, and strategic Global Head of Customer Support looking for you next challenge?

At Sidetrade, we have created a market-leading Order to Cash (O2C) platform for large global enterprises. Our platform supports various domains in O2C, including Order Management, e-Invoice Management, customer portal, Collection, Dispute & Claims Management, Cash Application, and Credit Risk. The modules are fully integrated with a common user experience, ensuring seamless operations for our clients.

**Find out more about what it’s like working at Sidetrade over on our**Sidetrade Inside Out podcast

**Requirements**:
**What you'll be doing**:

- Develop and execute the global support strategy to ensure high levels of customer satisfaction and loyalty.
- Lead, mentor, and manage a diverse team of regional support managers and customer support specialists.
- Establish and monitor key performance indicators (KPIs) and service level agreements (SLAs) to ensure effective support delivery.
- Collaborate with cross-functional teams, including Product, Engineering, Sales, and Marketing, to resolve customer issues and provide insights for product improvement.
- Implement scalable support systems, tools, and processes to enhance operational efficiency.
- Drive continuous improvement initiatives to optimize customer support experiences.
- Develop and manage the support budget, ensuring effective resource allocation.
- Provide thought leadership on customer support trends and best practices

**What You'll Need to be Successful**:

- Bachelor’s degree in Business, Operations, or a related field; Master’s degree preferred.
- 10+ years of experience in customer support or service management, with at least 5 years in a leadership role.
- Proven experience managing large, geographically distributed support teams.
- Strong analytical skills with experience in using data to drive decisions.
- Excellent communication and leadership abilities.
- Proficiency in support tools and platforms such as Zendesk, Salesforce, or equivalent.
- Experience in a SaaS or technology-driven environment is preferred.

At Sidetrade, we cultivate a multicultural environment that fuels innovation. With over 22 nationalities represented, we strongly value diversity, gender equality, inclusivity, and fairness. As an equal opportunity employer, we reject all forms of discrimination and harassment. Your unique contributions are celebrated, driving collective success in our inclusive workplace.

**Agencies**
- Unsolicited CVs sent directly to managers or HR will not incur any fees.

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