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Global Tech Support Leader
Tracelink
posted 4d ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
- Define and implement a strategic vision for global customer support, delivering seamless 24/7 operations within defined SLAs to exceed customer expectations.
- Oversee critical escalations, aligning cross-functional teams (Customer Success, Engineering, Product, Technical Services, and Sales) to ensure swift resolution and customer satisfaction.
- Lead the development and execution of support performance plans, ensuring delivery against KPIs, MBOs, and business objectives.
- Drive operational excellence through the adoption of best practices, efficiency improvements, and scalable processes that support global growth.
- Oversee global support teams to maintain top-tier performance, fostering professional development, engagement, and a culture of excellence.
- Build and maintain an operational dashboard to provide real-time visibility into key metrics and issue resolution performance.
- Champion the voice of the customer across the organization, leveraging insights to drive actionable strategies for retention, satisfaction, and loyalty.
- Develop and implement advanced AI and automation strategies to enhance case resolution, self-service, and cost-to-serve metrics while maintaining a human-centred customer experience.
- Define and execute a segmentation strategy, aligning service levels with customer needs and expectations for optimal outcomes.
- Lead the Global Incident Management strategy, ensuring a robust, follow-the-sun approach to minimize downtime and maximize responsiveness.
- Partner with Product and Engineering teams to prioritize bug fixes and feature development, ensuring alignment with customer feedback and business goals.
- Drive continuous improvement initiatives to reduce inefficiencies, optimize resource allocation, and maintain exceptional service quality.
- Foster strong customer relationships, manage expectations, and address escalations with clarity and empathy.
Candidate Expertise Required
- Bachelor s degree in a related field; MBA or equivalent experience is preferred.
- Minimum of 8 years in leadership roles within global customer support organizations, with experience managing 24/7 operations.
Direct experience building and managing global organizations.
- Proven success in developing and executing support strategies at scale, including KPI-driven operational management.
- Data-driven mindset with the ability to translate complex metrics into actionable business strategies.
- Exceptional communication and influence skills, with the ability to effectively engage stakeholders at all levels.
- Demonstrated experience driving cross-functional alignment and fostering collaboration across global teams.
- Expertise in leveraging AI and other emerging technologies to transform support experiences and efficiencies.
- Inspirational leader who thrives on building high-performing teams and driving cultural accountability.
- Strong track record of building customer advocacy programs and championing the customer voice across an organization.
- Demonstrates ownership, initiative, and a solution-oriented mindset.
- Ambassadorship for change, driving innovation and continuous improvement.
- Inspires trust and excellence, fostering accountability at all levels.
- Demonstrates commitment to delivering best-in-class customer experiences.
- Experience with Salesforce Service Cloud and Atlassian JIRA is a plus.
Employment Type: Full Time, Permanent
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What Tracelink employees are saying about work life
based on 47 employees
Flexible timing
Monday to Friday
No travel
Day Shift
Tracelink Benefits
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