Head of Global Support at Fluent Commerce · Sydney

Position Summary:

Responsible for the Global Customer Support function, you will ensure the delivery of exceptional support services to our customers and partners while continually optimising the support model to meet service level agreements (SLAs), working closely with cross-functional teams to drive customer satisfaction, resolve ongoing issues, and enhance partner experience.

Key Responsibilities:

• Customer Support Leadership: Lead the Global Customer Support function to develop and deliver on customer support strategic initiatives and drive utilisation and effectiveness of our internal support teams and model. Invest in the development and professional growth of the Global Customer Support team through clear performance and development structure and continuous feedback.
• Enhance Customer and Partner Experience: Develop and maintain strong relationships with customers, support partners and internal stakeholders, understanding their needs and expectations to effectively address concerns, drive satisfaction and enhance experiences through identification and implementation of solutions.
• Incident and Problem Management: Oversee end-to-end incident and problem management processes and lifecycle, including root cause analysis (RCA), communication and engagement with customers, partners and internal technology teams.
• Process Optimisation: Continuously optimise support processes to improve efficiency and meet SLAs through analysis of trends, feedback and issues leveraging data-driven insights and best practices to identify customer process and platform opportunities.
• Customer Obsession: Maintain a customer-centric focus with deep empathy for the domain, advocating for the needs of customers and partners throughout the organisation.
• Business Initiatives: Establish and maintain relationships with tech teams responsible for major technology platforms and initiatives and ensure that support needs are addressed with both new product development and ongoing product life-cycle efforts.

Skills, Knowledge & Expertise:

• Experience in a technical support role, with at least 3+ years of experience working for a technology (SaaS) company.
• Proven leadership experience owning strategy and scaling support operations in a fast-paced, results-driven environment, prioritising best practices, outcomes, human relationships and team development.
• Highly collaborative with excellent communication and interpersonal skills, with the ability to interact effectively and build strong relationships with customers, partners, vendors and internal stakeholders.
• Sound analytical skills to interpret data, identify trends, and make data-driven decisions to drive a strong strategic roadmap.
• Experience with Atlassian product suite (Jira Service Management) and other support related tooling.
• Strong Technical experience and aptitude to understand and contribute with the resolution of customer support issues.
• Bonus: e-commerce / online retail experience and hands-on exposure to cloud platforms (AWS ideally).

Benefits:

• We value flexibility:
  • Work how, when and where it suits you.
• Centrally located office (SYDNEY ONLY)
  • Located in The Rocks, Sydney, we have a fun office space with outdoor tiki bar and views of the Sydney Harbour Bridge!
• Flexible and supportive leave policies:
  • Including generous paid parental leave and paid leave for your birthday so you can celebrate you.
• Culture is key:
  • We have a great team and enjoy regular social events to foster a collaborative, supportive and fun work environment.
• Advance your career:
  • We invest in your future by providing an allowance to help accelerate your learning and professional development**.**
• Bring your whole self to work:
  • At Fluent, we strive to create and nurture a culture where every employee can bring their whole self to work, feel inspired, and empowered to do your life’s work (or be your best self).