SmartRecruiters is a values-driven, global-minded, and well-funded tech employer on a mission to connect people to jobs at scale. As a global leader in enterprise recruitment software, SmartRecruiters offers a cloud-based global Hiring Success platform that allows teams to attract, select, and hire the best talent. 4,000 companies worldwide rely on SmartRecruiters to achieve hiring success—including brands like Bosch, LinkedIn, Skechers, and Visa—using recruitment marketing, CRM, AI, ATS, and a marketplace of 600+ connected vendors all within one scalable platform.

SmartRecruiters was recognized by Forbes as one of the Best Employers in 2020. We are proud to offer a collaborative, diverse, and remote-friendly work environment, as well as competitive salaries and generous equity. We believe in promotion from within, so high performance can lead to upward mobility. Needless to say, we make sure you’re taken care of. Our inclusive office environment welcomes and respects all.

As a VP of Global Support, your objective is to help design, build and manage a global, multi-channel Support organization that provides exceptional experiences for SmartRecruiters customers worldwide. You will be responsible for managing all aspects of the Customer Support business, and for leading the expansion of the organization including direct and indirect channels to serve customers globally. 

What You’ll Deliver: 

• Can utilize integrated support channels to provide customers with highly effective, responsive support, and the highest standards of quality in all customer interactions

• Can manage escalation of critical customer issues, working closely with Product Management and/or Engineering, and in close communication with Professional Services and Sales

• Can build strong customer relationships, addressing escalations, and managing customer expectations

• Can coordinate with Product Management and Engineering on defect resolution and product enhancements

• Can hire, develop and mentor Support team members, building a culture of excellence and exceptional customer experiences

• Can manage operational dashboards to track and monitor key business metrics; maintain a high-level view of all open customer issues, and present regular updates on open issues (both internally and externally)

• 10 plus years managing Customer Support teams in a SaaS company with at least 5 years dealing with enterprise customers (classified as > $100k ARR) 

• Experience managing global Support teams and/or channels

• Core competencies include leadership, customer relations, process management, data analysis, problem solving, effective communication, business acumen, and technical aptitude.

• Experience with enterprise customer support solutions; ideally Salesforce Service Cloud and leading messaging platforms. 

• Excellent customer management instincts and abilities, strong written and verbal communications, executive level presence and experience in facilitation and escalation management.

SmartRecruiters is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.