Global Head of Customer Support - Jobs in Calgary Alberta

Job Description

Calling all tech leaders! Are you a problem-solving, curious, and strategic Global Head of Customer Support looking for you next challenge Are you interested in joining a fast-growing international company that is a leader in its market Are you ready to tackle stimulating challenges targeting large enterprises Passionate about Technology and Global OrganizationsAbout Sidetrade (www.sidetrade.com) Sidetrade is a SaaS company, listed on Euronext Growth, on a mission to revolutionize the way large enterprises unlock value from their customers leveraging its AI-powered Order-to-Cash solutions. Positioned as a Gartner® Magic Quadrant™ Leader since 2022, with a strong growth trajectory across North America and Europe, we’re proud of our global team made up of 27 nationalities with diverse perspectives that drive our innovation, #OneTeam culture and a customer-first mindset. We value passion over perfection—so if you’re eager to learn and bring the right energy, we want to hear from you. Be you. Grow with us. Curious about Sidetrade Catch the Sidetrade Inside Out podcast. RequirementsThe Global Head of Support is responsible for leading the global customer support organization to deliver exceptional service experiences. This role involves managing and scaling a multi-regional support team, implementing support strategies, and driving operational excellence. The ideal candidate will have a passion for customer advocacy, a deep understanding of support operations, and the ability to foster a customer-centric culture.What you #39;ll be doing:

• Develop and execute the global support strategy to ensure high levels of customer satisfaction and loyalty.
• Lead, mentor, and manage a diverse team of regional support managers and customer support specialists.
• Establish and monitor key performance indicators (KPIs) and service level agreements (SLAs) to ensure effective support delivery.
• Collaborate with cross-functional teams, including Product, Engineering, Sales, and Marketing, to resolve customer issues and provide insights for product improvement.
• Implement scalable support systems, tools, and processes to enhance operational efficiency.
• Drive continuous improvement initiatives to optimize customer support experiences.
• Develop and manage the support budget, ensuring effective resource allocation.
• Provide thought leadership on customer support trends and best practices

What You #39;ll Need to be Successful:

• Bachelor’s degree in Business, Operations, or a related field; Master’s degree preferred.
• 10+ years of experience in customer support or service management, with at least 5 years in a leadership role.
• Proven experience managing large, geographically distributed support teams.
• Strong analytical skills with experience in using data to drive decisions.
• Excellent communication and leadership abilities.
• Proficiency in support tools and platforms such as Zendesk, Salesforce, or equivalent.
• Experience in a SaaS or technology-driven environment is preferred.

At Sidetrade, we cultivate a multicultural environment that fuels innovation. With over 22 nationalities represented, we strongly value diversity, gender equality, inclusivity, and fairness. As an equal opportunity employer, we reject all forms of discrimination and harassment. Your unique contributions are celebrated, driving collective success in our inclusive workplace.Agencies

• Only applications from invited agencies through the Workable portal will be accepted.
• Unsolicited CVs sent directly to managers or HR will not incur any fees.