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Vice President Global Customer Support

Virtual, United States

535-Support · Livonia, Michigan (Remote)

About Us

WorkForce Software is the first global provider of workforce management solutions with integrated employee experience capabilities. The company’s WorkForce Suite adapts to each organization’s needs—no matter how unique their pay rules, labor regulations, and schedules—while delivering a breakthrough employee experience at the time and place work happens. Enterprise-grade and future-ready, WorkForce Software is helping some of the world’s most innovative organizations optimize their workforce, protect against compliance risks, and increase employee engagement to unlock new potential for resiliency and optimal performance. Whether your employees are deskless or office workers, unionized, full-time, part-time, or seasonal, WorkForce Software makes managing your global workforce easy, less costly, and more rewarding for everyone.

Over one thousand organizations with more than 4 million users in over 80 countries rely on WorkForce Software solutions to streamline compliance, reduce labor costs, provide more intuitive tools to their employees, and achieve strategic HR on a global basis.

WorkForce Software is seeking an inclusive and collaborative leader with a genuine curiosity for cutting edge technology and passion for helping others succeed to grow and manage our scaling Support teams. As the Vice President of Customer Support, you’ll oversee customer and technical support teams who are responsible for all reactive customer support for our software product suite.

We are only successful because of our customers, and we are seeking an exceptional leader who will double down on customer centricity, use data to make informed decisions, and be both strategic and human in their management of the Support functions.

We are a global business with customers and team members world-wide with a ‘follow the sun’ approach to our Support services.

You will provide strategic direction by constantly monitoring customer satisfaction and industry trends, recommending new projects, operational standards, and customer service procedures. You thrive on continuous improvement. You’ll always be looking for ways to automate, standardize and provide effective help to efficiently and effectively support our customers at scale.

Responsibilities

• Lead and scale a customer centric, motivated, and high performing Production Operation and Support organization.
• Drive the vision for the future of Support and introduce innovative ways to support our customers with the goal of achieving the highest standards in customer satisfaction
• Define and measure overall Support team performance KPIs against goals and budget.
• Ensure the teams meet and exceed our aggressive Support expectations, performing at or above committed targets including response time, resolution time, and customer satisfaction.
• Develop infrastructure to ensure the teams scale in a cost effective and efficient manner, including focusing on process improvements and technology integrations
• Serve as the primary escalation point for Support questions or issues while working cross functionally across Engineering, Sales, Product, and Services to ensure successful customer outcomes
• Detect emerging trends in customer experience, drivers of customer action, change in the agent experience, and articulate those qualified insights across stakeholder groups for strategic action
• Be the voice of the customer to the Product team to ensure we continue to evolve ways that align with the goals of our customers while also delivering long term solutions
• Act as the global owner of the support process, driving quick resolution to customer impacting issues
• Lead and demonstrate superior technical and procedural excellence, while independently managing complex escalations and providing a superior customer experience
• Direct the activities of customer support teams to ensure that all customer needs are efficiently resolved in a professional and courteous manner
• Quickly react and respond to contracting questions and updates for new and existing customers
• Ensure SLA’s are maintained, while continually seeking opportunities to improve customer satisfaction, deepen customer relationships and enhance the delivery of customer support
• Lead and develop a team of high performing customer success professionals
• Identify, hire, grow and retain the levels of talent we need to meet our service commitments
• Develop policies and procedures for growing customer support and operations teams with scalable training and documentation
• Be a trusted leader for the organization building relationships with each member of the team and stakeholders across the business practicing fairness and managerial transparency
• Ensure strategy of CX is consistently aligned with company goals
• Provide coaching and career development opportunities for all team members
• Build an empathetic, positive, and energetic team culture

Requirements

• 15+ years of work experience in customer support and production service roles
• 10+ years’ experience in enterprise B2B SaaS business
• 8+ years in an operational leadership role
• Experience transforming, leading, and scaling Production Operations and Customer Support teams.
• Experience managing large teams, both on premise and remotely
• Excellent communication skills, especially in customer services situations
• Strong data organization and manipulation skills
• Prior experience implementing and administering ITSM/CRM applications.
• Ability to utilize intuition and data-driven decision making to know when a problem requires a quick solution versus a procedural or technological change
• Experience working closely with cross-functional teams to ensure, coordinate, and deliberate approaches to deliver complex projects
• Highly attuned to industry trends through continual research
• Ability to succeed with minimal guidance in ambiguous circumstances
• Experience providing thought leadership to drive best in class SaaS customer support

Travel

• Up to 20% travel may be required.

Education

• Bachelors degree or equivalent experience.

Why You Should Join the WorkForce Team?

• Unlimited PTO
• Flexible Hours / Work from Home Policy
• 401k with Company Match
• Performance Bonus
• Career Development and Training – Be the CEO of your career!
  • Company paid LinkedIn Learning subscription.
• Diversity, Equity, and Inclusion Initiatives including committees such as:
  • Women for Inclusion
  • Age: Unity Beyond Years
  • Racial Equality/Discrimination
  • Mental and Physical Ability
  • WorkForce Pride Network
  • Global Perspectives
  • Band of Veterans
• Health and Wellness / Gym Reimbursement
• Full Comprehensive Health Benefit Package
• Parental Leave
• Community Outreach Programs and Charitable Support

This job description is not intended to be all inclusive, and employee will perform other reasonably related business duties as assigned by the immediate supervisor and other management as required.

To maintain our goal of remaining a erse and inclusive company, WorkForce Software advocates for and promotes a erse, equitable, safe, and professional workplace where all people feel welcomed and empowered. We are committed to creating an environment that supports and celebrates the full range of our inidual and collective differences, so that everyone can do their best and most innovative work, on the job and in our communities