About Us

We are undergoing a major transformation in our contact center operations with the goal of reshaping how we serve customers. This transformation aims to streamline processes, expand our service offerings, and foster a robust sales culture across customer interactions. A key focus of this transformation is evolving our customer support model to deliver exceptional experiences and drive customer loyalty.

The Opportunity

We are seeking a strategic and experienced Head of Customer Success to lead the overhaul of our issue resolution capabilities while embedding a culture of continuous improvement. You will play a pivotal role in consolidating dispersed teams into a cohesive global department focused on providing Level 2 issue resolution for both external customers and frontline agents. This position will also involve establishing a data-driven approach to monitor and analyze escalated issues, helping improve our Net Promoter Score (NPS), customer retention, and organizational performance through ongoing improvements.

If you are passionate about fostering a customer-obsessed culture, driving continuous improvement, and building a world-class support organization, this is the opportunity for you.

Key Responsibilities

• Strategic Leadership: Develop and execute a comprehensive strategy for the new Customer Success department, aligning it with the broader goals of the contact center transformation and the company’s customer satisfaction commitment.
• Team Integration & Globalization: Lead the consolidation of dispersed Level 2 support teams into a high-performing, global Customer Success department, ensuring clear roles, responsibilities, tools, and operational frameworks are in place.
• Level 2 Issue Resolution: Define and optimize processes for efficient issue resolution, both for complex customer inquiries and internal agent escalations, ensuring timely and satisfactory outcomes.
• Continuous Improvement: Cultivate a culture of continuous improvement within the Customer Success department. Regularly assess existing processes, technologies, and workflows, identifying opportunities for optimization. Lead initiatives to improve operational efficiency, reduce escalations, and enhance the overall customer experience.
• Data-Driven Insights: Establish robust tracking and reporting systems for escalated issues. Leverage data to uncover root causes and identify systemic problems, including gaps in policies, processes, products, or knowledge.
• NPS Improvement: Identify and champion opportunities to improve NPS through issue analysis and cross-functional initiatives to resolve customer pain points and drivers of dissatisfaction.
• Cross-Functional Collaboration: Foster strong communication channels across the organization (e.g., product, operations, training, contact center, sales) to ensure insights from escalated issues drive continuous improvement.
• Knowledge Management: Work closely with Sales Enablement/Training to incorporate insights from escalated issues into training materials and knowledge base resources, preventing future escalations.
• Process Optimization: Collaborate with process owners and policy makers to recommend and implement changes that prevent customer friction and enhance operational efficiency.
• Customer Advocacy: Act as the voice of the customer, ensuring feedback and pain points are understood and acted upon at all levels of the organization.
• Team Development: Lead the recruitment, training, and development of a high-performing customer success team, fostering a culture of accountability, empathy, and continuous learning.
• Technology & Tools: Evaluate and implement technologies and tools to optimize issue tracking, reporting, and customer success operations.

Qualifications

• Education: Bachelor’s degree in Business Administration, Customer Experience, Operations Management, or a related field; Master’s degree preferred.
• Experience: 8-12 years in customer service, customer success, or technical support, with 3-5 years in a leadership role (Head/Director level).
• Transformation Expertise: Proven experience in leading large-scale organizational change, particularly within a contact center or customer support environment.
• Issue Resolution Expertise: In-depth knowledge of Level 2 issue resolution processes and methodologies.
• Continuous Improvement Experience: Demonstrated track record of driving continuous improvement initiatives that enhance operational efficiency and customer satisfaction.
• Analytical Skills: Strong ability to turn complex data into actionable insights and strategic recommendations.
• NPS Expertise: Extensive experience in driving NPS improvements and implementing customer satisfaction strategies.
• Global Team Leadership: Experience managing and developing global or centralized support teams is highly desirable.
• Communication & Stakeholder Management: Exceptional interpersonal and communication skills, with the ability to collaborate and influence across all levels of the organization.
• Contact Center Systems Expertise: Solid understanding of contact center operations and relevant technologies.
• Leadership: Proven track record in building, motivating, and developing high-performing teams.
• Customer-Obsessed Mindset: A passion for delivering outstanding customer experiences and championing the voice of the customer.

What We Offer

• Impact: Lead a critical department that plays a key role in our customer experience transformation.
• Growth: Opportunity to drive significant improvements in customer satisfaction, loyalty, and business growth.
• Culture: A dynamic, challenging, and highly collaborative environment.
• Compensation: Competitive salary, bonus potential, and comprehensive benefits package.

If you're a strategic leader with a passion for customer success and a track record of driving impactful organizational change, we encourage you to apply. Join us in shaping the future of customer experience and building lasting relationships!

We thank all applicants in advance for their interest in this position, however, only those selected for an interview will be contacted.