Location
Mumbai | India
Job description
What you will do
As the Global Head of Customer Support at GEP, you will be responsible for overseeing and enhancing the delivery of world-class support services to our diverse portfolio of clients worldwide. Reporting directly to the Gloabl Head - TSO you will lead a talented team of support professionals and drive initiatives to ensure customer satisfaction, retention, and loyalty.
Key Responsibilities:
1. Leadership and Strategy:
- Develop and implement a strategic vision for global customer support operations, aligned with GEP's business objectives and customer needs.
- Provide inspirational leadership to the support team, fostering a culture of excellence, collaboration, and continuous improvement.
- Establish clear performance metrics and goals for the support organization, monitoring progress and driving accountability across all levels.
2. Integrating Automation:
- Regularly assess customer support processes and workflows to identify tasks and activities that can be automated to improve efficiency and enhance the customer experience.
- Collaborate with cross-functional teams, including IT, engineering, and product management, to design and develop automation solutions tailored to the specific needs of the customer support organization.
- Evaluate and select automation tools and technologies that align with the organization's goals and requirements. Implement and configure automation tools to automate repetitive tasks, streamline workflows, and optimize support operations.
- Design and create automation workflows using scripting languages, workflow automation tools, and robotic process automation (RPA) platforms. Develop scripts, code, and automation routines to automate manual tasks, data processing, and system integrations.
3. Operational Excellence:
- Oversee the day-to-day operations of the global support team, ensuring timely and effective resolution of customer inquiries, issues, and escalations.
- Implement best practices and standards for support delivery, including incident management, problem resolution, and service level agreements (SLAs).
- Identify opportunities for process optimization, automation, and efficiency gains to enhance the overall customer support experience.
4. Customer Engagement and Satisfaction:
- Act as the primary advocate for customers within the organization, championing their needs and priorities.
- Establish strong relationships with key customers, serving as a trusted advisor and escalation point for complex issues.
- Drive initiatives to measure and improve customer satisfaction, including customer surveys, feedback mechanisms, and continuous improvement programs.
5. Cross-Functional Collaboration:
- Collaborate closely with internal stakeholders, including product management, engineering, sales, and professional services, to ensure alignment on customer support priorities and initiatives.
- Advocate for customer-centricity across the organization, influencing product roadmap decisions and service enhancements based on customer feedback and insights.
6. Team Development and Talent Management:
- Recruit, develop, and retain top talent within the global support organization, fostering a culture of learning, growth, and career development.
- Provide coaching, mentorship, and training to support team members, empowering them to deliver exceptional service and achieve their full potential.
- Establish succession plans and talent pipelines to ensure the long-term scalability and effectiveness of the support organization.
What you should bring
- Bachelor's degree in business, computer science, or a related field advanced degree preferred.
- 15+ years of experience in customer support leadership roles, with a proven track record of success in managing global support operations.
- Experience in the software or technology industry, with knowledge of procurement, supply chain, or enterprise software solutions preferred.
- Strong leadership and interpersonal skills, with the ability to inspire, motivate, and influence teams across geographies and cultures.
- Strategic thinker with a customer-first mindset, capable of translating customer feedback and insights into actionable strategies and initiatives.
- Excellent communication skills, with the ability to effectively engage with internal stakeholders, customers, and executive leadership.
- Demonstrated ability to drive operational excellence, process improvement, and efficiency gains within a support organization.
- Experience working in a fast-paced, dynamic environment, with the ability to adapt quickly to changing priorities and business needs.
- Strong knowledge and experience with automation tools such as UiPath, Automation Anywhere, or Blue Prism. Ability to design, develop, and deploy automation workflows to streamline repetitive tasks and improve efficiency in customer support operations.
- Experience in identifying opportunities for process automation within customer support workflows. Ability to analyze existing processes, identify bottlenecks, and design automated solutions to streamline operations and improve productivity.
- Willingness to travel as needed to meet with customers, support team members, and stakeholders globally.
Job tags
Salary
