Global Head Of Customer Support

The Global Head of Customer Support at Unit4 is responsible for defining and executing a comprehensive customer support strategy that enhances both reactive and proactive service, ensuring an exceptional customer experience. This role involves leading a global support team, implementing self-service optimization, and collaboratively working with various teams to improve the customer journey.

Candidates applying for the Global Head of Customer Support role at Unit4 should possess a bachelor's degree (advanced degree preferred) and have over 10 years of experience in customer support leadership roles, especially in global operations within a SaaS or technology environment. A proven track record of building customer-centric support organizations is essential.

Customer satisfaction is of utmost importance for the Global Head of Customer Support at Unit4. You will be expected to achieve high CSAT scores by optimizing support responsiveness, enhancing issue resolution, and ensuring effective communication with customers. A target CSAT score of 4.5/5 or higher reflects the focus on customer experience excellence.

As the Global Head of Customer Support at Unit4, you will implement strategies that focus on proactive support initiatives, self-service optimization, and continuous improvement to enhance the overall customer experience. You'll work on integrating AI-driven solutions and expanding knowledge bases to empower customers to solve their issues independently.

Unit4 promotes a culture of growth and development. As the Global Head of Customer Support, you'll have the opportunity to grow by taking part in meaningful projects, collaborating with talented colleagues, and being a role model in the industry. The company's focus on sustainability and inclusivity also provides a supportive environment for professionals to flourish.

A typical day for the Global Head of Customer Support at Unit4 would involve strategizing with your team, analyzing performance metrics, addressing customer feedback, collaborating with product and engineering teams, and leading initiatives that enhance the customer experience. You'll also spend time mentoring and developing your global support team.

The Global Head of Customer Support will play a crucial role in shaping the customer journey at Unit4 by ensuring that support initiatives align with product updates and service enhancements. Your leadership will foster a customer-centric culture, ultimately leading to a seamless and satisfying experience for our customers throughout their journey with us.

A successful customer support strategy encompasses several elements, including clear communication, proactive support, and continual enhancement of customer satisfaction. It should integrate data-driven insights to assess performance and identify areas for improvement, ensuring that customer needs are met efficiently.

In previous roles, I have spearheaded the development of knowledge bases and self-service portals equipped with AI-driven tools that empower customers to find solutions independently. This not only enhances customer satisfaction but also reduces inbound support requests, creating an efficient service environment.

To measure the effectiveness of customer support initiatives, I would track key performance metrics, such as Customer Satisfaction (CSAT) scores, First Contact Resolution (FCR) rates, self-service utilization metrics, and average response and resolution times. Regularly analyzing these metrics enables continuous improvement and alignment with customer expectations.

In a previous position, I led a cross-departmental initiative that focused on streamlining the issue resolution process. By implementing better training for support staff and launching a customer feedback program, we successfully raised CSAT scores by 15% within six months, demonstrating the impact of targeted improvements.

Collaboration is critical in my approach to customer support. By working closely with product, engineering, and customer success teams, we can align support initiatives with overall business goals and product development. This alignment ensures that our teams work effectively together to uplift customer experiences.

When faced with difficult customer situations, I believe in active listening and empathy. It’s important to acknowledge their concerns while outlining actionable steps to resolve the issues. Building rapport and displaying genuine care for their experience can often turn a negative situation into a positive one.

I propose enhancing self-service capabilities by developing intuitive online resources, creating comprehensive knowledge bases, and leveraging AI tools that guide customers seamlessly through troubleshooting processes. Regularly updating these resources based on user feedback will aid in maximizing their effectiveness.

To ensure my team maintains a customer-centric approach, I promote a culture of open communication and regular feedback sessions. By training my team on the importance of customer empathy, sharing success stories, and recognizing their contributions to improving customer experiences, we can collectively foster this ethos.

I recommend leveraging CRM systems that provide analytical capabilities for tracking customer interactions and satisfaction levels. Metrics such as CSAT, NPS, FCR, and operational efficiency can guide decision-making while enhancing customer support services substantially.

A data-driven approach in customer support is crucial as it allows for informed decision-making based on real-time performance metrics. Analyzing customer behavior and feedback enables organizations to identify trends, allocate resources effectively, and continually refine their support strategies to meet evolving customer needs.