Director Global Customer Support (f/m/d)

About the opportunity

Support is part of Contentful’s Customer Experience team, with team members across North America, Europe and the ANZ region providing 24x7x365 service. The Support organization partners closely with Customer Success, Services, Product and Engineering to ensure Contentful’s customers get maximum value from our platform and to deliver a great customer experience.

Contentful is seeking a strategic thinker and operational leader to define and execute our Support strategy, while developing and motivating a world-class team of technical support engineers and support representatives. In doing so this leader will drive increased customer satisfaction and retention, operational excellence, and employee engagement.

What to expect?

The priorities for the Director of Global Customer Support (f/m/d) will be:

• Build, lead, coach and mentor a global team of Managers / Sr Managers, technical support engineers, and support representatives
• Develop and execute a Support strategy and operational plan that delivers world-class support to all of Contentful’s users around the world, in both high-touch and self-serve formats.
• Ensure consistent execution of our Support objectives as measured by CSAT, speed and quality SLOs, and other KPIs. 
• Continuously innovate and improve our Support model, processes, and tools to ensure the best possible customer experience for all customer segments.
• Collaborate cross-functionally with Product Management, Engineering, Professional Services, Customer Success and Sales to ensure that we understand our customers deeply, and are making it easier to do business with Contentful as we scale.
• This role requires being in the office 3-5 day per week

What you need to be successful?

• 8+ years experience building and leading global,  24x7x365 teams in customer support or similar customer-facing functions. Experience in a high-growth software company is a big plus.
• Experience with optimizing and implementing incident management processes at support operations level from SLA adherence to RCA customer facing documentation. 
• Passionate about and skilled at developing and coaching team members to be not only highly effective, but you will also bring to the table your passion for career development of each of your team members. 
• Previous experience with managing, coaching and developing managers across different locations, cultures and countries. 
• Demonstrated experience with handling customer escalations in close collaboration with internal stakeholders from other departments like Sales and Engineering. 
• Growth Mindset: Always seeking the “why,” “how can we make things better,” and looking for ways to innovate that drive outstanding customer experiences and superior economic results to Contentful.
• Problem Solver: Energized about helping customers achieve success and delivering a frictionless customer experience. 
• Very strong communications skills, both externally to customers and internally to drive cross-functional alignment.
• Thrives in the midst of ambiguity, yet creates simplicity and clarity for the organization. Given Contentful’s rapid growth, adaptability to change is a key component of the role.
• Extremely collaborative, embraces working cross-functionally. Always in team-building mode, whether across the company or within their organization.

What's in it for you?

• Join an ambitious tech company reshaping the way people build digital products. 
• Full-time employees receive Stock Options for the opportunity to share in the success of our company.
• We value Work-Life balance and flexibility! A generous combination of vacation days, trust-based work hours and the option to work from the home office/remotely.
• Use your personal education budget plus education days to improve your skills and grow in your career.
• Enjoy a full range of virtual events, including workshops, guest speakers, and fun team activities, supporting learning and networking exchange beyond the usual work duties.
• Share and navigate the excitement of your new role with your CFF (Contentful First Friend).
• Relocation assistance for candidates moving to Germany and Immigration support when requiring a visa to be employed directly with Contentful.   

To view more career opportunities visit https://www.contentful.com/careers/

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