Director, Global Customer Support

First Things First - What We Can Offer You

• Leave to foster personal connections, health & overall well-being
• Emloyee Assistance Program
• Generous Parental Leave Program
• Paid Volunteer Leave Days
• Public Holiday Exchange Scheme
• Delicious, free, chef-prepared lunch daily on site
• Enjoy up to 4 weeks a year of flexible 'Work from Anywhere' time!
• Talent Referral Program – get rewarded for referring a friend to join our team!
• Casual dress and relaxed office environment
• Fun team camaraderie and events
• Opportunities for career progression and development
• Diverse training & internal networking opportunities across all of our product lines
• A range of other fantastic benefits!
• Check out our website for more about working at Simpro Group https://www.simprogroup.com/uk/company/careers#positions

The Job

The Director, Global Customer Support is responsible for ensuring that Simpro Group and its subsidiaries constantly delivers an outstanding support experience. This role will track key performance indicators to ensure our operational and customer satisfaction targets are met, identify opportunities for process improvement and participate in their implementation, and will manage goals, processes, and business KPIs to align performance of the global team to business outcomes.

What You’ll Do

•   Deliver and be accountable for an outstanding support experience for our customers by leveraging your team and the global organisation and bringing the best of Simpro Group to solve their issues.

• Be accountable for the success of your assigned geographically dispersed team, providing coaching, mentorship, and support to help them develop professionally as well as achieve their delivery goals.

• Collaborate with Global Support Leadership to develop, implement, and improve an enterprise-wide knowledge development and management and strategy across all of customer support.

• Build strategic relationships across business lines; be a subject matter expert and change ambassador that can bridge technical and non-technical requirements, understand business goals, identify business process gaps, and propose solutions.

• Understand and manage the complexities of the business operations and know when and where improvements need to be made and where to direct the focus of these efforts.

• Effectively communicate the department strategy to executive management, and key stakeholders across the team and company as necessary.

• Develop and manage OKRs related to team performance, client success, escalations, SLAs, and other important measurements; set departmental goals in alignment with global objectives.

• Ensure that the Global Support team has the resources, tools, information, and processes necessary to deliver effective solutions to our customers.

• Influence execution of annual plan to budget. 

 

What You’ll Bring

• Strong organisational/collaborative leadership and change management experience

• Ability to convey and implement a vision for the department that will sustain organisation long term goals

• Excellent problem solving & analytical ability

• Organisational Change Management and Project Management skills

• Ability to work in a challenging environment, work under pressure (Stress-Management)

• Proven experience leading a regional customer support organization, with a track record of building and scaling support organizations.

• Demonstrated ability to influence and collaborate effectively with cross-functional teams and senior leadership.

• Experience working in a fast-paced, dynamic environment and adapting to change.

Core values required of all Simpro, AroFlo, BigChange & ClockShark employees:

While experience in the above areas will be highly considered, it’s important to note it will be secondary to the person with the right determination, attitude and compatibility. Our culture and core values are very important to us:

We Are One Team

We Are Customer Centric
We Are Growth Minded
We Are Accountable
We Celebrate Success

Simpro, AroFlo, BigChange & ClockShark are equal opportunity employers with a best-of-class onboarding program and supportive team environments. We embrace and support culture diversity and Equal Employment Opportunity. Aboriginals, Torres Strait Islanders and minority groups are encouraged to apply. .

Visit simprogroup.com/au/company/careers to learn more about us and our values.

We would like to take this opportunity to thank all candidates for their application.

*Please note, no agencies will be accepted in the recruitment of this role.