Position: Head of Global Support Services
Company: Cloudlinux
Category: Support
Experience required: 5y
English level: fluent
Published: 2021-06-01T00:00:00+03:00

The Head of Global Support Services is responsible for executing the Global Support Services strategy to improve the customer experience, ultimately helping to grow the customer base and straighten CloudLinux’s position as the market leader even futher.

 
We’re looking for a results-oriented and seasoned professional to manage the Global Support team. This role includes all aspects of technical support, from customer interactions and process improvement. You are a metrics-driven leader who has a proven track record of leading remote and international teams. You are passionate about delivering best-in-class Customer Experience through deepening customer relationships, improving processes, coaching and growing your people, as well as finding creative ways to solve challenges in a high-growth, product-driven technology company.


Key Responsibilities: 


Lead and expand Global Support Services organization. 
Own Customer Experience and create a customer-centric culture.
Execute critical metrics for the Global Support Services at the company level.
Manage escalations to executives.
Gather feedback from other departments, including Sales, Product, Partners. Learn from existing experiences and build on that foundation. 
Drive company-wide definition of ideal customer’s journey. 
Create a company-wide customer feedback loop.
Drive alignment with Sales, CSM & Product to provide customer feedback, streamline processes and improve customer outcomes. 
Achieve operational excellence and rigor.
Develop and lead global programs focused on continuous improvement and evolution of support offerings. 
Team up with other departments to implement systems and processes designed to enable scale and support excellence. 
Lead and develop a motivated team of Support Services professionals.
Build upon CloudLinux’s Support career framework to enhance the team’s focus on personnel development.
Attract, develop, and retain the best talent and ensure they operate and assimilate successfully into the CloudLinux culture. 
Implement and understand key performance indicators, both operational and financial, and hold people accountable for results. 
 

Desired Outcomes: 

Execute the organization structure aligning with company growth. 
Execute and continue improving the strategic plan for Global Support Services. 
Attract high-caliber talent and lead talent and development initiatives to support current and align talent needs with future business objectives. 
Focus on increasing Customer Satisfaction and Self-Serve rate to ensure that headcount does not scale linearly with an increase in support. 
Aspire to increase annual productivity by 10-15%.
Create revenue generation offerings beyond the core. 
The Head of Global Support Services is responsible for running the support function as a hands-on, empathetic, and results-driven leader. Being visible, working closely with the teams, and being “on-the-floor” with teams is critical for success in this role. 
The ideal leader is responsible for successfully improving the support metrics while keeping the team agile and efficient. 
  

Ideal Experience: 

10+ years of support leadership experience in complex technology ecosystem (ideally in Cloud & Hosting industry)
Strong track record of a leading support function for market-leading companies in the broader enterprise technology space.
A high degree of familiarity and comfort with enterprise software, cloud, and subscription-based methodologies. 
Possess an aptitude for how technology products and solutions solve business problems across global IT environments.
Experience in transforming global support operations in several organizations 
Understanding the strategic and operational processes necessary to help a company move forward in a rapidly evolving industry and playing field. 
Scale-up, high-paced environment experience.
Mid-size or large company experience with an entrepreneurial mindset is ideal. 
Experience in a start-up environment would be an added advantage. 
Proven leadership, team building, and coaching skills 
Experience with working in an international business environment and managing fully remote teams 
 
What is for you?

A great opportunity for professional development within the young and fast-growing company
Interesting and challenging projects
Remote work on a full-time basis under contract
Compensation in US dollars
Flexible working hours
Paid one month vacation per year and sick leave
Medical insurance (Ukraine & Russia) 
Days off on national holidays
English Language training
Tasks with the challenge
Knowledge-Exchange

If you want to become a part of a friendly team, to work with the latest, leading technologies, be proud of your work and want to be part of something bigger - we are waiting for you!