Are you a seasoned support leader with a technical knowledge about software? Do you have a proven track record in centralizing processes, tooling, and capacity on an international scale? Construsoft Group is seeking an experienced professional to join our team as the Head of Global Support. This pivotal role requires proficiency in managing B2B support teams and driving continuous improvement initiatives to enhance customer satisfaction. If you are ready to take on a challenging leadership position and make a significant impact, we want to hear from you!
About us
Construsoft Group is a leader in the construction software industry, providing innovative solutions to professionals worldwide. We pride ourselves on our commitment to excellence, customer satisfaction, and continuous improvement. As we continue to expand our global footprint, we are seeking a talented Head of Global Support to lead our international support operations and enhance the customer experience.
Position overview
The Head of Global Support is a leadership role responsible for establishing and implementing a standardized approach to providing excellent customer support and satisfaction for a reseller and developer of software for the construction industry. This includes implementing centralized support processes, utilizing AI tools to enhance support services, overseeing digital learning initiatives, and developing strategies to enhance the overall customer experience. The role also involves establishing clear performance metrics to track effectiveness and identify areas for improvement.
Key responsibilities
- Collaborate with cross-functional teams to ensure alignment of support strategies with overall business objectives.
- Lead and inspire a diverse global support team, fostering a culture of collaboration, innovation, and accountability.
- Serve as a key advisor to the C-level Leadership Team, providing insights and recommendations to inform strategic decision-making.
- Develop strategies to enhance the overall customer experience, including proactive support, self-service options, and personalized assistance.
- Manage custom made consultancy and training to customers to meet their specific needs and assist them in implementing the company's products and help them optimize their processes.
- Implement AI tools and technologies to optimize support processes and improve efficiency and effectiveness.
- Collaborate with the sales, marketing, and product development teams to understand customer needs and preferences and incorporate them into support strategies.
Qualifications
- Holds a Bachelor's or Master's degree in Business Administration, Customer Service Management, or a related field. Additional certifications or training in customer support, project management, or relevant areas is preferred.
- 7-10 years of experience in leadership roles within B2B customer support or service organizations, with a track record of managing global support operations and driving continuous improvement initiatives.
- Demonstrates excellent knowledge of the software industry with technical expertise on par with a product owner.
- Proven experience with the centralization of processes, tooling, and capacity on an international scale.
- Proficiency in establishing and tracking key performance indicators (KPIs) such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Churn rate to assess support effectiveness and identify areas for improvement.
- Exhibits outstanding leadership and interaction skills, capable of leading and inspiring cross-functional international teams to achieve support goals and objectives, fostering a culture of excellence and innovation in support delivery.
Our offer
We provide a competitive salary and benefits package tailored to local customs, ensuring that you are rewarded for your expertise and dedication. At Construsoft Group, we value high levels of personal responsibility and offer creative freedom, flexible time management, and the option to work from home and from our local office. You will find an appreciative international working environment where you can significantly contribute to advancing digitalization in the construction industry.
At Construsoft Group, we believe in fostering a culture of collaboration, accountability, and continuous improvement. As the Head of Global Support, you will play a crucial role in driving our support strategies and contributing to our success. If you are a seasoned support leader with the skills and experience we seek, we invite you to apply and become part of our dynamic team.
How to apply
Recruitment and pre selection for this position is handled by our trusted partner Top of Minds. To express your interest, please contact Annelijn Nijhuis at annelijn.nijhuis@topofminds.com. With questions you can contact Tessa van Enckevort, Head of People or Jan Fennema, CEO via number: +31361200000.
Construsoft Group is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.