At Khoros, our passion is to help the world’s best brands create customers for life. We build
products we’re proud of, and we’re passionate about customer success. The Khoros engagement platform comprises Online Community, Social Media Management, and Messaging products for social customer service, social support, and social media marketing teams to listen, respond and act on customer conversations – creating deep relationships and fostering brand loyalty and advocacy. We are growing fast and adding new products to our platform. As part of the Vista Equity family, you’ll receive best-in-class career development opportunities and the ability to work with customers like Samsung, HP, Sony, and Visa.
As a the global head of our Technical Support organization, you’ll own the entire customer-centric support culture for all product lines. Reporting into our VP of Product Operations, you’ll be part of the senior leadership team with an eye on overall customer engagement excellence.. You’ll lead a set of Directors and Senior Managers to go above and beyond what the customer expects, and will ensure that every Khoros technical support contact is positive. You will own the success and improvement of the front line teams on a global scale, accountable for improving the customer experience regardless of product line. You will help grow and optimize the Technical Support team for execution around the globe; identifying and promoting opportunities to reduce the amount of direct support required through product improvements, training, tooling, online support, and self-service in partnership with other departments. You will provide executive leadership and motivation by establishing clear expectations and coaching managers to achieve Khoros’ overall support goals. Ideally, you have high growth and scale leadership experience within fast-paced tech companies. You are a root cause oriented problem solver who, from diagnosis and prescription through alignment and implementation, demonstrate sound judgment and excellent communication. You are excellent in front of customers and partners as well as a strong collaborator with the sales teams in our collective pursuit of enabling our customers’ success, adoption, and growth. More than anything, As an experienced people manager, you will drive development and retention of talent across your teams to provide top quality and operational excellence.
Responsibilities
We are looking for an experienced leader who understands various web technologies, databases and tools, but more importantly wants to lead one of the growing teams that are world leaders in our space. The ability to manage the customer expectations on escalations, understand our business and truly critically think through problems and to come up with viable solutions whether technical or otherwise are additional skills that are quite crucial. Most importantly, we need someone that’s led a team and can work with a distributed team to improve what we’re doing today. This includes the ability to push and influence other organizations, partner internally and think through challenges.
Note: This position is responsible for a team running 24/7/365, so please be aware of this prior to applying. You will also be on call as needed.
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