WalkMe Published: December 25, 2020
Job Type
Level of education
Undergraduate
Spoken Language needed
Hebrew, English
Level of Hebrew
Fluent
Location of job
Tel Aviv/ Ramat Gan
How many relevant years experience do you require for the role:
More than 3 years

Description

WalkMe is all about customer happiness and we are seeking an exceptional Director of Tier 1 Support to lead our global first-line support group. As Director of Tier 1 Support, you will be responsible for leading tier 1 excellence and assuring the delivery of world-class support to WalkMe’s portfolio of customers.

By being part of the global support senior management team, you will drive strategic initiatives, adjust work procedures and processes according to department standards, define team’s KPIs, make data-driven decisions to identify pain points and areas for improvement as well as manage the day-to-day operations, and you will monitor and prioritize workload for maximizing customer satisfaction.

By leading the biggest team in support, you will need to analyze performance and develop cross-departmental processes to improve service continuity and smooth handoff between teams and departments while ensuring high-quality customer experience for new and existing customers, identify and improve bottlenecks and areas of improvement within the team, constantly improving the tone of voice for our agents and maximizing employee engagement and skill development within the team.
The role reports directly to the Senior VP of Global Support Operations.

What will you actually be doing?

- Work closely with SVP of support and support senior management on defining and executing strategic initiatives
- Develop long-term customer support strategy and processes to scale the organization and meet the team’s KPIs
- Manage the day-to-day operations of a global tier 1 support team responsible for responding to product and technical support inquiries
- Define and maintain quality metrics and standards for the tier 1 support teams as well as abilities to identify in advance upcoming challenges
- Lead, coach, and motivate Tier 1 Team Leads to achieve success and grow
- Track and analyze customer inquiries, trends, product issues, and product enhancement opportunities
- Address support related concerns and be the customer-facing front for any major issue
- Effectively manage the daily operations of the teams to ensure the successful delivery of support services
- Work with customer teams and internal stakeholders to enhance internal procedure to achieve end-to-end service excellence
- Evaluate team performance and drive enhancements to ensure KPIs are being hit
- Work closely with our enablement team to drive onboarding and knowledge enhancements
- Curate the agent’s tone of voice and work with our marketing team to enhance it
- Work closely with other support leadership and other departments to manage escalations and customer experience
- Provide hands-on guidance and feedback to ensure on-going professional development
- Monitor that team goals are met and on-going progress is achieved
- Enhance and maintain a high level of tier 1 employee satisfaction
- Provide feedback to appropriate business units to drive product changes to help reduce support volumes.

Requirements

- Bachelor’s Degree or Equivalent in related fields
- Minimum 10 years of customer-facing hands-on experience in B2B support roles, of which 5 years should be in a SaaS company or a related industry/field
- At least 7 years in a management role managing global teams of technical support engineers with strong technical aptitude
- Strong leadership qualities with the ability to make changes to improve operational efficiency through innovation and adopting new ideas and practices
- Ability to develop and deliver creative business solutions for complex problems
- Strong understanding in supporting enterprise customers and Fortune 500 accounts
- Flexibility, and a willingness to work within a constantly changing environment
- Experience in providing technical support services based on SLA
- Proven experience in maintaining and exceeding support KPIs
- Ability to understand and escalate issues efficiently
- Experience in extracting and analyzing data and reports and measuring the team and employees’ performance
- Excellent interpersonal and communication skills
- Ability to attract, hire and retain high-performing support professionals
- Out-of-the-box independent thinker who can initiate and establish working procedures
- Ability to work in a fast pace company while working under pressure, tight deadlines, and multi-tasking for getting the job done
- Lead as an example and demonstrates accountability and integrity
- Eager to constantly learn and improve on personal and team overall performance
- Excellent English verbal, written, and tone of voice communication skills
- A highly motivated individual, with a positive & proactive approach
- Able to operate in a 24/7 operational environment as a first escalation point
- Willingness and ability to travel domestic and overseas
- Experience with Salesforce, Jira, or similar ticketing systems
- Knowledge of HTML/CSS /JavaScript - an advantage
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