Vice President Of Customer Support
vor 1 Woche
Vice President of Customer Support Apply locations: Sydney (Remote)
Time type: Full time
Posted on: Posted Yesterday
Job requisition id: JR101028
First Things First - What We Can Offer You
Ground-breaking parental leave program Up to 4 weeks' annual "Work from Anywhere" benefit Second-to-none product training Opportunities for growth, development and career progression Fun team camaraderie and events Paid volunteer leave days Public holiday exchange And a range of other fantastic benefits
The Job
The Vice President of Global Customer Support will lead and develop a high-performing global support team committed to delivering world-class service to our customers.
This strategic leader will create and execute a comprehensive support strategy aligned with the company's growth objectives, ensuring customer satisfaction and driving retention and expansion.
Critical to this role is fostering employee engagement and alignment, cultivating a culture where every team member is dedicated to exceeding customer expectations and contributing to long-term success.
What You'll Do
Leadership and Strategic Vision:
Lead and inspire a diverse, geographically dispersed team of support professionals, fostering a culture of continuous improvement, accountability, and excellence.
Develop and implement a comprehensive global customer support strategy that aligns with business growth goals and enhances customer satisfaction, retention, and growth.
Drive positive change management, leading teams through transitions, whether adopting new technologies, entering new markets, or restructuring operations.
Act as a key member of the executive team, contributing to strategic discussions and decisions that impact customer support and overall business objectives.
Operational Excellence:
Drive the integration of new technologies and processes to enhance support efficiency, scalability and customer satisfaction.
Oversee day-to-day operations of the global customer support function, ensuring timely, efficient, and effective resolution of customer issues.
Define and monitor key performance indicators (KPIs) for the customer support organization, such as response times, resolution rates, CSAT, and NPS, to drive consistent improvement.
Implement scalable processes, tools, and technologies to enhance efficiency, support growth, and ensure a seamless experience for customers across all regions and time zones.
Drive urgency with crisis management by handling high-pressure situations, including managing escalations, outages, and crises, and leading teams to resolve issues swiftly.
Customer Advocacy:
Serve as the voice of the customer within the organization, ensuring customer insights and feedback are incorporated into product development and service enhancement initiatives.
Develop and maintain strong relationships with key clients, acting as a trusted advisor and addressing high-level escalations when needed.
Collaborate with cross-functional teams, including Product, Sales, Marketing, and Customer Success, to ensure a holistic approach to customer experience.
Team Development and Culture:
Build and nurture a high-performance global team by focusing on recruiting, developing, and retaining top talent.
Prioritize building a positive culture that values growth, mentorship, and continuous learning.
Foster a customer-first culture that encourages team members to go above and beyond to exceed customer expectations.
Promote diversity, equity, and inclusion within the support organization and across all customer interactions.
Continuous Improvement and Innovation:
Identify opportunities for process optimization, automation, and innovation to enhance customer support efficiency and effectiveness.
Stay informed about industry trends, emerging technologies, and best practices in customer support, incorporating relevant advancements into the company's support model.
Lead initiatives to improve self-service capabilities, such as knowledge bases, chatbots, and other support channels, to empower customers and reduce dependency on direct support.
What You'll Bring
Proven experience leading a global customer support organization, with a track record of building and scaling support organizations.
Strong strategic and operational mindset with the ability to drive change and implement new technologies.
Strong understanding of customer support tools and technologies, including CRM, ticketing systems, analytics platforms, and AI technologies.
Demonstrated ability to influence and collaborate effectively with cross-functional teams and executive leadership.
Excellent communication, problem-solving, and decision-making skills.
Customer-centric approach with the ability to empathize with and address customer needs effectively.
Experience working in a fast-paced, dynamic environment and adapting to change.
Core values required of all Simpro, AroFlo, & 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 and 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.
#J-18808-Ljbffr
-
Vice President Of Customer Support
vor 1 Woche
Sydney, Österreich The Simpro Group Pty Ltd VollzeitVice President of Customer SupportApply locations: Sydney (Remote)Time type: Full timePosted on: Posted YesterdayJob requisition id: JR101028First Things First - What We Can Offer YouGround-breaking parental leave programUp to 4 weeks' annual "Work from Anywhere" benefitSecond-to-none product trainingOpportunities for growth, development and career...
-
Vice President Of Customer Support
vor 1 Woche
Sydney, Österreich The Simpro Group Pty Ltd VollzeitVice President of Customer SupportApply locations: Sydney (Remote)Time type: Full timePosted on: Posted YesterdayJob requisition id: JR101028First Things First - What We Can Offer You Ground-breaking parental leave programUp to 4 weeks' annual "Work from Anywhere" benefitSecond-to-none product trainingOpportunities for growth, development and career...
-
Vice President
vor 4 Wochen
Sydney, Österreich Robert Walters Australia VollzeitResponsibilities · Develop and execute strategies to enhance our position within environmental markets to capitalize on StoneX's ASX Clearing membership alongside its extensive global network and capture a dominant share of the nascent carbon derivatives market.· Collaborate cro ...Vice President - Sydney, Australia - ROBERT WALTERS AUSTRALIASeeking a Vice...
-
Vice President
vor 1 Woche
Sydney, Österreich ING VollzeitING Australia's Wholesale Banking team is seeking a Vice President for Corporate Sector Lending to join our Sydney office. You will work with large corporates across various sectors, providing tailored loan products.This role will have a meaningful impact, driving client success and business growth. As a Vice President, you will advise and structure lending...
-
Vice President
vor 1 Monat
Sydney, Österreich Https:Www.Bebee.ComJoin VollzeitSeeking a Vice President to lead project finance transactions in a dynamic Front Office Banking team.Key responsibilities include structuring transactions, credit duties, and maintaining industry knowledge.Opportunity for growth and exposure to diverse deals. Job Description The successful candidate will be involved in the structuring of transactions and...
-
Vice President
vor 2 Wochen
Sydney, Österreich Infor Inc. VollzeitVice President - Sydney, Australia - Infor Inc.Lead ANZ sales organization, driving net new and install based sales. A proven sales leader will sell Cloud/SaaS ERP solutions, maximizing revenues and meeting corporate objectives. Focus on developing complex, strategic accounts and creating the ANZ GTM Strategy.The VP will direct a team of 25, including an...
-
Assistant Vice President
vor 1 Woche
Sydney, Österreich Mufg VollzeitAssistant Vice President / Vice President, Legal Counsel (Oceania)Do you want your voice heard and your actions to count?Discover your opportunity with Mitsubishi UFJ Financial Group (MUFG), one of the world's leading financial groups. Across the globe, we're 120,000 colleagues, striving to make a difference for every client, organization, and community we...
-
Vice President, Digital
vor 1 Monat
Sydney, Österreich Tideri Jobbörse VollzeitVice President, Digital - St Leonards, Australia - Mastercard Mastercard, St Leonards, Australia 5 days ago Full time Description Digital & Retail Partnerships Vice President, Australia We are seeking an experienced professional to lead the Digital & Retail Partnerships account team, driving partnership strategy, account management, and customer experience...
-
Vice President Operations
vor 1 Monat
Sydney, Österreich Astrum Recruitment VollzeitTHE COMPANY Our client is a global provider of Industrial Products, Parts & Services for the Rail Industry. Due to their continued success and growth, they are now looking to appoint a Vice President of Operations, (Rail) APAC based in Sydney.THE ROLE As the Vice President of Operations (Rail) APAC, you will be responsible for the management and control of...
-
Vice President Operations
vor 17 Stunden
Sydney, Österreich Astrum Recruitment VollzeitApprox $300k + Guaranteed Bonus $50k (dep on exp)THE COMPANYOur client is a global provider of Industrial Products, Parts & Services for the Rail Industry.Due to their continued success and growth, they are now looking to appoint a Vice President of Operations, (Rail) APAC based in Sydney.THE ROLEAs the Vice President of Operations (Rail) APAC, you will be...
-
Vice President, Digital
vor 1 Monat
Sydney, Österreich Execthread VollzeitVice President, Digital & Retail PartnershipsThe Company is seeking a Vice President for Digital and Retail Partnerships in Australia. The successful candidate will be responsible for driving partnership strategy, account management, and customer experience within the digital and retail sectors. This role requires the establishment and development of deep...
-
Vice President, Digital
vor 1 Monat
Sydney, Österreich Tideri Jobbörse VollzeitVice President, Digital & Retail Partnerships The Company is seeking a Vice President for Digital and Retail Partnerships in Australia.The successful candidate will be responsible for driving partnership strategy, account management, and customer experience within the digital and retail sectors.This role requires the establishment and development of deep...
-
Vice President
Vor 6 Tagen
Sydney, Österreich Ing VollzeitING, Australia's most recommended bank seeks a Vice President for Corporate Sector Lending to join our Wholesale Bank in Sydney. You will work with large corporates across various sectors, providing our full suite of loan products.As a Vice President in CSL, you will advise and structure tailored lending solutions, execute lending transactions, and support...
-
Vice President
Vor 6 Tagen
Sydney, Österreich Tideri Jobbörse VollzeitING, Australia's most recommended bank seeks a Vice President for Corporate Sector Lending to join our Wholesale Bank in Sydney.You will work with large corporates across various sectors, providing our full suite of loan products.As a Vice President in CSL, you will advise and structure tailored lending solutions, execute lending transactions, and support...
-
Vice President
vor 3 Wochen
Sydney, Österreich Collins Executive Recruitment VollzeitVice President - Sydney, Australia - Collins Executive RecruitmentOur client, a prestigious independent investment bank in Sydney, Australia, seeks a Vice President with a renowned leadership group and robust client portfolio.Position: Vice President in Front Office BankingExperience: Project Finance Experience necessarySalary: Competitive and based on...
-
Vice President
Vor 6 Tagen
Sydney, Österreich Clearcompany VollzeitVice President - Council of the City of Sydney - ClearCompanyDescriptionA great opportunity for an experienced investment banker/M&A Advisor to join an active platform with a generalist sector focus.Our client, an established and independent investment bank, seeks a talented Vice President to join its dynamic team.With a renowned leadership group and a...
-
Vice President
vor 3 Wochen
Sydney, Österreich Collins Executive Recruitment VollzeitVice President - Sydney, Australia - Collins Executive RecruitmentOur client, a prestigious independent investment bank in Sydney, Australia, seeks a Vice President with a renowned leadership group and robust client portfolio.Position: Vice President in Front Office BankingExperience: Project Finance Experience necessarySalary: Competitive and based on...
-
Vice President
vor 1 Woche
Sydney, Österreich Collins Executive Recruitment VollzeitVice President - Sydney, Australia - Collins Executive Recruitment Our client, a prestigious independent investment bank in Sydney, Australia, seeks a Vice President with a renowned leadership group and robust client portfolio.Position: Vice President in Front Office BankingExperience: Project Finance Experience necessarySalary: Competitive and based on...
-
Vice President
Vor 6 Tagen
Sydney, Österreich Tideri Jobbörse VollzeitVice President - Council of the City of Sydney - ClearCompany DescriptionA great opportunity for an experienced investment banker/M&A Advisor to join an active platform with a generalist sector focus.Our client, an established and independent investment bank, seeks a talented Vice President to join its dynamic team.With a renowned leadership group and a...
-
Vice President
Vor 6 Tagen
Sydney, Österreich Ing Bank N.V. VollzeitING Australia, the country's most recommended bank, is seeking a Vice President for Corporate Sector Lending to join its Wholesale Bank in Sydney. This role involves working with large corporations across various sectors, providing them with ING's full range of loan products.The Wholesale Banking team at ING Australia is expanding and requires a talented,...
