VP Global Customer Support
VP Global Customer Support
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Job Description
Driven by a customerfirst mentality we empower businesses to achieve their goals and grow alongside us. If youre ready to make a significant impact and be part of our transformative journey Maropost is the place for you.
Become a part of Maropost today and help shape the future of commerce!
About the position:
A Customer Obsessed strategic leadership role responsible for directing and transforming global technical support operations ensuring 24x7x365 service delivery across multiple time zones while being headquartered in Chandigarh India.
What you will be responsible for:
- Develop and execute comprehensive global support strategies to deliver exceptional customer service across all time zones.
- Transform traditional support models into digitalfirst omnichannel experiences utilizing AI chat and advanced routing systems.
- Build and manage support competency centers across onshore nearshore and offshore locations.
- Act as the Customer Advocate liaise with Product Sales and Marketing to ensure feedback is incorporated in the customer journey.
- Lead and mentor a diverse multicultural support team across global locations.
- Foster a culture of continuous improvement and technical excellence.
- Establish global OKRs and KPIs to track and improve the customer experience.
- Lead and mentor a diverse multicultural support team across global locations.
- Establish performance metrics and conduct regular evaluations.
- Foster a culture of continuous improvement and technical excellence.
- Architect and implement digital customer experience strategies using HubSpot Service Hub and AI platforms
- Drive automation initiatives to improve operational efficiency.
- Stay current with emerging technologies and industry trends.
What youll bring to Maropost:
- 15 years of experience in global SaaS technical support operations.
- Bachelors degree in Computer Science Information Technology or related field.
- Proven track record of building and scaling global support operations.
- Strong knowledge and application of change management principles.
- Deep understanding of technical support tools technologies and best practices.
- Experience with modern support platforms and AIdriven solutions.
- Strong knowledge of omnichannel support methodologies.
- Experience with HubSpot Service Hub or similar customer service platforms.
- Demonstrated ability to lead large distributed teams across multiple time zones.
- Excellence in stakeholder management and crossfunctional collaboration.
- Strong business acumen with datadriven decisionmaking capabilities.
- Occasional travel to Australia office for strategic meetings and team alignment.
Equal Employment Opportunist
Maropost is deeply committed to promoting diversity advancing equity and fostering a culture of inclusion. Therefore we invite applications from marginalized and equityseeking groups. Individuals seeking employment at Maropost are considered without regards to race colour religion sex sexual orientation gender identification national origin age marital status ancestry physical or mental disability or veteran status. Accommodations are available on request for candidates taking part in all aspects of the selection process. Please feel free to reach out to the recruitment team for any accommodation requests or questions.
Required Experience:
Exec
Employment Type
Full-Time
