Worldwide Support Director, Deskpro
+ Stock Options
Software that helps organisations provide better customer support
Be an early applicant
Software that helps organisations provide better customer support
21-100 employees
Be an early applicant
+ Stock Options
21-100 employees
Company mission
To help businesses and organisations provide better customer support across every communication channel. By gathering all customer support channels on one simple, yet flexible platform, they allow organisations to super-charge their customer support.
Role
Who you are
- 7+ years of experience in software support or services
- 3+ years of experience in a leadership role in customer support or service delivery
- Proven track record of building and leading high-performing support teams across multiple geographic locations
- Strong understanding of support processes and best practices
- A customer-centric mindset with a passion for delivering exceptional customer service
- Excellent communication and leadership skills
- Experience in managing and improving support metrics and KPIs
- Ability to work effectively in a fast-paced and dynamic environment
Desirable
- Experience in the SaaS industry and experience with private cloud / on-premise software
- Implemented a follow-the-sun model for B2B software
- Understanding of technical concepts and ability to communicate with technical teams
- Experience in implementing and optimizing support systems and tools
What the job involves
- As the Worldwide Support Director at Deskpro, you will play a critical role in leading and managing our global Customer Support and Technical Support teams, currently located in the UK, US and Philippines
- You will be responsible for overseeing the delivery of exceptional support to, and meeting the SLA's of, our customers around the world
- You will work closely with the broader management team to define the support strategy and drive continuous improvement in our support processes and systems
- Leading and managing a global support team, including hiring, training, and mentoring team members, implementing a 24/7 follow-the-sun support model
- Defining and implementing support strategies and best practices to ensure exceptional customer satisfaction and retention
- Ensure all customer interactions are prioritised, responded to and resolved within the SLA, maintaining high levels of customer satisfaction
- Monitoring and optimizing support processes to improve efficiency and effectiveness
- Collaborating with cross-functional teams, such as Product and Engineering, to communicate customer needs and influence product enhancements
- Analyzing support metrics and trends to identify areas for improvement and drive actionable insights
- Building and maintaining relationships with key Deskpro customers
- Maintaining and managing the Help Centre, improving the support content available to customers through knowledgebase articles, guides and video content
- Keeping up-to-date with industry trends and best practices in customer support
Salary benchmarks
Our take
Deskpro offers a single, easy-to-use interface for managing all customer support interactions across email, live chat, phone, and social media. This allows companies to easily interact with customers and create an efficient support experience. It automates simple, mundane, and time-intensive customer support processes - creating more engaged and productive staff. Its simplicity means extra technical knowledge or training is not required.
It has worked with market leaders across a range of sectors, from Microsoft, Panasonic, and Sony to the NHS and HMRC.
It is expanding to allow easy customer interaction on Facebook, Twitter & WhatsApp. User contributions on social media pages become actionable tickets, which companies can respond to from the helpdesk. This allows Deskpro to take advantage of the increasingly large social media presence of companies, as well as provide access to the consumer on regularly used, trusted, and convenient sites.
Freddie
Company Specialist
Insights
Some candidates hear
back within 2 weeks
28% female employees
23% employee growth in 12 months
Company
Employee endorsements
Autonomy
"From the first day I joined, I was encouraged to take ownership of my work, give fresh inputs, and pursue the adaption of new tools to improve our..."
Funding (1 round)
Jun 2024
$25m
SERIES A
Total funding: $25m
Company benefits
- Annual personal learning and reading budget (£500)
- Cycle to work scheme (no £1,000 limit)
- Enhanced maternity & paternity leave
- 25 days of annual leave + bank holidays
- We have your health covered; private health insurance with Bupa, a medical cash-back scheme with Medicash, and mental health & well-being support services
- Team fun - monthly team socials and regular events, from crystal maze experiences and cocktail making classes, to go karting and escape rooms!
- Reduced Gym Membership
- Free Phone SIM (unlimited calls, data etc)
- Lunch at the office every Friday
Company values
- 🧐 Curiosity - As a tech company, being interested in software and asking the right questions is such a key value of how we can improve every single one of our customer's experience from day 1
- 🏔️ Proactivity - We give everyone autonomy to execute solutions to problems that they may have found. We value people who want to solve problems, not just spot them
- 🙏 Accountability - We trust people (whatever their level) to do their jobs to the best of their abilities
- 🤗 Kindness - By treating everyone (including yourself) with kindness, it makes Deskpro a fun, friendly, and safe place to work
- 🤝 Collaboration - As a growing startup, every new feature, project, or sale involves working with other teams for success
- 💝 Customer-focussed - As a software company that makes customer support software, it is in our blood to strive towards creating the best experience for our customers as well as their customers
Company HQ
Wimbledon, London, UK
Articles
Leadership
Chris Padfield
(CEO)Chris built Deskpro whilst studying PPE at Oxford, and went on to grow Deskpro into one of Europe's fastest-growing tech companies.
Christopher Nadeau
(CTO)Chris grew up in a sleepy town in Canada and emigrated to the UK to help establish Deskpro's London HQ. They lead the software engineering side of the business.
People progressing
Hannah joined Deskpro as a Graduate Sales Executive in 2018 after completing a Geography Degree from The University of Sheffield. Promoted to Sales Exec. -> Commercial Manager -> Commercial Lead.
Lara joined Deskpro in 2021 as a Content Marketing Intern. Since joining, Lara has been promoted twice and now leads content across the website, product support, social media, and marketing.
Diversity & Inclusion at Deskpro
Hannah Scott (Commercial Director)
- Deskpro is committed to promoting equality and diversity and promoting a culture that actively values difference and recognises that people from different backgrounds and experiences can bring valuable insights to the workplace and enhance the way we work.
- At Deskpro, we consider that equality means breaking down barriers, eliminating discrimination and ensuring equal opportunities and access for all groups.
- We consider diversity to mean celebrating difference and valuing everyone
- Every employee is entitled to a working environment that promotes dignity, equality and respect for all.
- All employees will be encouraged to develop their skills and fulfil their potential and to take advantage of training, development and progression opportunities in Deskpro.
- HR processes in-place to review and escalate allegations, alongside an anonymous whistle-blower channel, to help employees to feel more comfortable reporting issues.
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