Director, Global Support

At Nextiva, we don’t study industry trends and build our products and services reactively; instead, we look to be the leader in defining the trends. We strive to be the best of the best across multiple technology channels – UCaaS and SaaS to name a few. We are determined to help write the future for businesses around the globe by creating innovative products and an agnostic platform that delivers first-class communications tools in the hands of every business. We are a global team of 1,000+ and are the fastest-growing privately held provider of cloud communications. We are looking for amazing people, like you, to join our team!

Description:
The role of Director of Global Support it to lead a 24×7 global support team supporting customers and partners. They will have full responsibility for leading the East and West NTAC (Nextiva Technical Assistance Center) support teams, consisting of Customer Service, Tier-1 support, Team Leads, Managers, Sr Managers, and Online Support Agents.

This leader will represent Nextiva on delivering Amazing Service, on large volume support request resolutions and has primary responsibility for 24×7 support with two large teams in Scottsdale, Arizona, and Kyiv, Ukraine.

Responsibilities:

• Customers – Responsible for customer satisfaction throughout the entire support process including speed, accuracy, and overall positive experience
• Team – Hire, retain and train, onboarding team members. Team members by be located in global locations. Bridge process and communication gaps across global teams. Bring and instill a positive work environment atmosphere
• Strategy – Set the overall strategy for the NTAC support team, and ensure interlock with all other company cross-functional teams including the Advance Support (support escalation) team
• Process – Create, improve, document and enforce the companies support process, ensuring a positive and repeatable customer experience by leveraging systems and automation
• Technology – Ensure requirements are defined, and technology is effectively used, both with Nextiva product and 3rd party technologies, to increase effectiveness and efficiencies
• Support Resolution – Own and work with other departments to identify and solve customer issues. Ensure best practice troubleshooting and training practices occur.
• Training – Ensure proper training plans are established and delivered to ensure effective new hire and ongoing training of teams
• Metrics – Set and measure key department metrics and goals
• Best Practices – Create and maintain best practices for employees, customers, and partners
• Leadership – Provide leadership through coaching, feedback, development goals, and performance management. Prioritize, assign and manage department activities and projects in accordance with the department’s goals and objectives. Adjust hours of work, priorities and staff assignments to ensure efficient operation, based on workload. Manage, coach and provide leadership to internal managers, supervisors and staff to achieve goals with an emphasis on continual learning and professional development
• Communication – Ensure team all Nextiva teams understand the onboarding process. Provide documentation and training on an ongoing basis. Provide updates on changes and progress

Requirements:

• BA degree required, advanced degree preferred, or equivalent industry experience
• Over 10 years of experience in 24×7 customer support environment with at least 5 years in a leadership level at Director or above. Product and service perovide experience helpful
• 10+ years in a technology related field or technical support position in software and telecommunications. SaaS experience desired
• Excellent problem-solving skills
• World class customer service and communication skills, both verbal and written
• Ability to multitask and work well in a fast-paced environment
• Possess excellent organization, communication and leadership skills to motivate and promote outstanding service in a team environment
• Effective leadership and analytical skills including staffing models, scheduling, trend analysis
• Exceptional ability to develop and manage results-oriented recruiting and training programs
• Periodic domestic and international travel to visit customers, partners, and teams

So, why Nextiva?

Our people do amazing things to help businesses solve their toughest challenges. Really, they do. We simplify the way businesses communicate, creating innovative and affordable solutions for businesses of all sizes. We acquired our first customer in 2008 and today thousands use our tools and platform. Our team consists of over 1,000 talented team members around the globe that embrace Amazing Service. Our culture of Amazing Service extends to how we treat both our customers and one another. We are passionate about Nextiva’s unique culture and are looking for like-minded individuals that share our values and vision.

Nextiva is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.