Director, Customer Support

Quinyx

Stockholm
Permanent
Heltid

8 dagar sedan

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Vendors Youtubecommon--cookies--preferences#handleAccept">Accept these cookies common--cookies--preferences#handleDecline">Decline all non-necessary cookiescommon--header--menu#toggle" data-common--header--menu-target="button" > Career menuEmployee Candidate Homepagecommon--dropdown#toggle">common--share#handleClick" data-provider="Facebook"> Facebook common--share#handleClick" data-provider="Twitter"> X common--share#handleClick" data-provider="LinkedIn"> LinkedInCustomer Support · Stockholm · HybridDirector, Customer Supportcareersite--jobs--form-overlay#showFormOverlay" data-careersite--jobs--form-overlay-target="coverButton"> Apply nowblocks--cover--scroll#handleScrollDown" title="Scroll to content">Do you want to help us unleash the secret to how happy employees create a happy business? We are an innovative, agile, and continuously growing modern tech company on a path to improving the work lives of millions around the world.We develop workforce management solutions - software that makes scheduling and time reporting more smooth and more flexible for almost a million users worldwide!We value passion, quality, innovation, trust, and collaboration. You'll be given the opportunity to make an impact and directly contribute to our success, bring new ideas, and have full ownership of your area.Are you curious and ready to take the first steps on an awesome journey and make magic happen with us? As a member of Quinyx, you will be part of an inclusive and diverse workplace where everyone is allowed to be themselves and thrive.We have a hybrid working set up and therefore you will be required to attend our Stockholm office minimum twice per week.About the roleWe're looking for an experienced Director, Customer Support to lead a global team. In this role, you will be responsible for the strategy, leadership, and execution of our global customer support operations. You will play a critical role in transforming the support function to scale with our growing customer base, leveraging modern technologies, data, and team development to drive exceptional customer outcomes.What you'll be doingStrategic Leadership & VisionDefine and execute the global support strategy aligned with company growth and customer success goals.Evolve the support organization into a proactive, customer-centric, data-driven team.Anticipate future customer needs and ensure the support function is evolving to meet the demands of a dynamic SaaS environment.Align support strategy with broader company initiatives across product adoption, customer retention, and expansion.Team Management & DevelopmentLead, inspire, and grow a high-performing, geographically distributed support team.Design and implement training, development, and career path programs to attract and retain top talent.Build a culture of accountability, continuous improvement, and collaboration.Foster diversity, equity, and inclusion in hiring, coaching, and team-building practices.Operational ExcellenceImplement scalable processes and workflows to support a growing and diverse customer base.Develop and track KPIs and SLAs to measure support effectiveness, customer satisfaction, and operational efficiency.Drive process improvements based on analytics, feedback, and evolving customer needs.Establish tiering models and escalation protocols that balance speed, quality, and cost-effectiveness at scale.Technology & ToolsLead the selection, implementation, and optimization of modern support technologies, including ticketing systems (e.g., Zendesk, Freshdesk), live chat platforms (e.g., Intercom, Drift), and CRM integrations (e.g., Salesforce Service Cloud).

Drive automation strategies using AI and machine learning, such as:

Intelligent ticket routing based on sentiment, priority, and agent skillset.AI-powered chatbots to deflect common inquiries.Predictive analytics to identify at-risk accounts from support signals.Automated knowledge base suggestions and proactive content surfacing.Voice of the Customer analytics, including AI sentiment analysis across channels.Explore opportunities to implement Generative AI to scale support-such as auto-summarizing tickets, improving response tone, or dynamically creating macro responses.Evaluate ROI and adoption of all tooling decisions, ensuring tech investments drive measurable outcomes in resolution time, CSAT, and efficiency.Customer Advocacy & Cross-Functional CollaborationAct as the voice of the customer within the organization, partnering with Product, Engineering, and Customer Success to drive improvements.Collaborate on product feedback loops, root cause analysis, and support enablement initiatives.Represent Support in executive-level discussions, providing insight into trends, risks, and customer impact.Partner with Marketing and Product teams to align customer communication and documentation strategies with support trends and knowledge gaps.What you'll bring to the team10+ years of progressive experience in customer support, with 5+ years in leadership roles.Proven experience in leading support teams within high-growth SaaS or scale-up environments; applications from candidates without prior experience in SaaS, software, or technology will not be considered.Deep understanding of modern support tools, automation, knowledge bases, and analytics platforms.Strong analytical mindset with the ability to translate data into strategic insights and actions.Exceptional people leadership and coaching skills, with a track record of building and developing high-performing teams.Excellent communication, stakeholder management, and cross-functional collaboration skills.Experience managing global or distributed teams is a strong plus.Proven ability to scale customer support in a fast-paced, evolving environment while maintaining quality and team engagement.The WOW-factorExperience leading support transformation initiatives (e.g., digital support strategies, AI/ML integrations, tiering models).Familiarity with ITIL, CSAT/NPS methodologies, and support maturity frameworks.Experience integrating support operations into broader customer lifecycle efforts (e.g., onboarding, renewals, success planning).What is it for you?We promote and encourage a healthy lifestyle with flexible work hours and latest tools, enhanced vacation allowance, gym membership contribution, and last but not least, you will have the chance to participate in our well-known yearly ugly Xmas sweater competition!Life at QuinyxWe are an innovative, agile and continuously growing modern tech company. We value passion, creativity, quality and simplicity. You'll be given the opportunity to make an impact and directly contribute to our success, bring new ideas and have full ownership of your area.Our global team, of 40 nationalities, have fun together whether it is during a typical Swedish Fika, workshop, going for a run with a colleague or spending time together during our regular after-work socials. We have built a family atmosphere here at Quinyx and are committed to share knowledge and support one another!Want to join the family?At Quinyx, we provide equal employment opportunities and we strive to have an inclusive and diverse value-driven culture. All applications will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, disability or Veteran status.Happy Workforce, Happy Business!All candidates are subject to background checks.Department Customer Support Locations Stockholm Remote status HybridStockholmLife at QuinyxWe've built a collaborative, transparent, inclusive atmosphere here at Quinyx and are committed to supporting one another! We are an agile and continuously growing company whose core values are innovation, simplicity, quality, and, first and foremost - passion!Our global team, of 40 nationalities, have fun together, whether it's during a typical Swedish Fika, workshops, going for a run with a colleague, or spending time together during team kickoffs, or after-work socials.About QuinyxQuinyx is a Workforce Management solution that empowers the workforce in service industries to make people and businesses grow.Quinyx was founded by CEO Erik Fjellborg when working at McDonald's. After seeing how difficult it was for managers to sort shifts manually, Erik created Quinyx, the market-leading workforce management software, which transformed and radically improved the industry. McDonald's loved Erik's solution and became Quinyx's first customer.Today, Quinyx helps more than 1000 companies around the world to optimize schedules with AI forecasting, make time reporting more efficient, reduce costs, stay compliant and engage with employees.Founded in 2005Co-workers 310+ careersite--jobs--form-overlay#showFormOverlay">Apply now jobs--overlay#closeOverlay">Customer Support · Stockholm · HybridDirector, Customer SupportLoading application formCareer site

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