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Director of Customer Support (Remote Working)

Ref: : G/19715 (AMC Insurance Appointments Ltd)
Location: :

Remote - London, South East, Home Based

Rate: 60K to 80K (Permanent)
Industries: Internet, IT
Functional Areas: IT, Executive Management

Our client is a SaaS based Customer Success Management platform that helps subscription businesses to retain and grow the revenue stream from existing customers. They help Customer Success Managers to manage their renewals, reduce churn, understand product adoption and drive business outcomes.

As a leading Customer Success platform, the company is helping customers solve their customer success challenges at scale.

The company is in a hyper-growth phase. Their business is global with customers in all continents. Their team is experienced, highly skilled and they have a no-nonsense culture. They're down to earth, focused on (true!) value creation, original thinkers and they're here to help shape the industry.

We are looking for the right person to build their global support organization, support strategy and support infrastructure. The company’s global customers receive support in-app via Intercom with access to a detailed knowledge base. To facilitate their hyper-growth, we are looking for someone to own the overall support function within the company, support their customers and put in place processes and content to help take the company to the next level.

You'll be part of the management team, a key player in the company and will help drive the global growth of the business. This role is remote, so we welcome applicants from the US, UK or anywhere in Europe.

Requirements:
• 5+ years in Customer Support at a SaaS company.
• Experience of designing and building an in-depth knowledge base
• Experience of building and managing a remote team.
• Deep understanding of modern Customer Success
• Familiarity of different business models and corporate structures.
• Native English speaker with excellent communication.
• Experience with Salesforce, Hubspot and Intercom desirable.



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