Senior Manager, EMEA Client Support

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Who We Are:

Having surpassed $100M ARR and continuing to grow rapidly, AuditBoard is the leading audit, risk, and compliance platform on the market. More than 30% of the Fortune 500, including 6 of the Fortune 10, leverage our award-winning technology to move their businesses forward with greater clarity and agility. And our customers love us: AuditBoard is top-rated on G2.com and Gartner Peer Insights.

At AuditBoard we inspire each other to innovate and are proud of what we are producing. We spend each day thinking of new ways to help our customers and contribute to the greater good of our company and our surrounding communities. We are all about assisting each other and breaking through barriers to create the most loved audit, risk, and compliance platform by our customers. This is how we have become one of the 500 fastest-growing tech companies in North America for the third year in a row as ranked by Deloitte! 


Who We Are Looking For:

A Senior Leader in Tech Support Operations with experience leading and scaling multiple teams with a variety of skill sets. Familiar with GDPR requirements, this leader will help establish support in EMEA and lay the foundation for expansion into APAC. With an eye for process improvement, this leader understands the value of context while refusing to accept the status quo. They actively look for ways to improve customer and agent experiences.


Responsibilities:

This position will start with a small team of Tier 1 agents and an Enterprise Support Specialist. Based on volume and customer needs, they will work to actively expand, add resources, and develop the technical skillset of the team. They will work closely with their North America counterparts to understand and refine current processes, helping to strengthen practices to enable scale and a seamless customer experience. Team Member development and process improvement will be their primary focus- understanding that a better agent experience fundamentally supports our customers.


Qualifications:

  • 5+ years of leadership experience in a technical support or operations team
  • 2+ years of frontline technical support experience
  • Experience with scaling teams, workforce management projections
  • A Technical background that enables effective dialog with the technical teams you will partner with for process improvements
  • Proven track record of analyzing data to inform initiatives
  • Experience partnering cross-functionally to mitigate volume or empower frontline resources
  • Customer-facing experience supporting escalation management
  • Strong communication skills, able to succinctly convey ideas to obtain cross-functional and leadership buy-in
  • Familiarity with ITIL best practices
  • Experience streamlining workflows for efficiency
  • Process junkie who understands the value of documentation and collaboration
  • Ability to flourish in a high growth, fast-paced, ever-evolving tech environment
  • High level of enthusiasm, initiative, commitment, and professionalism
  • Self-starter with solid organizational and planning skills
  • Open-minded and willing to learn
  • A roll up your sleeves, no job is the too big mentality
  • Positive leadership creates opportunities and builds accountability



Perks:

  • You’ll be launching a career at one of the fastest-growing SaaS companies out there
  • Highly competitive base salary and commissions
  • Full private medical care
  • Sponsored gym membership
  • Stock options 
  • A hybrid work environment with co-working access across London 
  • Lunch and snacks when you are in the office
  • Celebrate your birthday with the day off
  • Charitable giving - get paid to volunteer for a day
  • All the traditional goodies….full health, dental, PTO, holidays
  • Wellness stipend to keep your mind and body healthy
  • Fun company and team outings
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Technology we use

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An Insider's view of AuditBoard

What are some social events your company does?

AuditBoard has a culture committee that holds regular social events. Outdoor activities, charities, and happy hour are regularly planned. But also -- the Product team collaborates separately with Engineering, Design and QA to hold team events that are offsite and hilariously fun. Some examples are a trip to the mountains, escape rooms, and Knotts.

Mitch

Director of Product Management

What projects are you most excited about?

The two upcoming projects I'm most excited about are our Slack integration and the development of a public 3rd party developer API. With the release of both of these new initiatives, we'll be giving auditors and developers more powerful ways to interact with our platform.

Josh

Software Engineer

What makes someone successful on your team?

To be successful as a designer at AuditBoard, you need to be eager to learn and collaborate. Since our products focus on an industry that lacks great design, we love designers who can solve complex problems within a given system and be an advocate for the users.

Mac

Sr. Visual Designer

What unique initiatives do you have that encourage innovation?

We focus on the following to drive innovation:
- Engage and empower the entire team
- Hire for and build our culture around mentorship and letting the best ideas rise
- Intense focus on the customer and discovering/solving their problems

Hayes

Senior VP of Engineering

How do your team's ideas influence the company's direction?

As part of the Implementation Team, we hear directly from our customers what their needs are, what's working well and what could be improved. We understand their requirements and take that back to Engineering and/or Product to see what the best solution is. Customer feedback definitely plays a role in how we prioritize new releases and features.

Leann

Manager of Implementation

What are AuditBoard Perks + Benefits

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Intracompany committees
Culture Committee, Women at AuditBoard and Allies
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
Company Equity
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Company sponsored family events
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
When we are back in the office, we provide free lunch on Monday, Tuesday, Wednesday, Thursday, Friday.
Game Room
Ping Pong. All-day, every day.
Stocked Kitchen
Happy Hours
Happy hours are hosted at team's discretion.
Parking
Fitness Subsidies
Free gym membership
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Time allotted for learning
Online course subscriptions available

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