Bullhorn's core purpose is to create an incredible customer experience, and the organization has a sharp focus on delivering very high quality products and services to its customers. The company culture is shaped by five Core Values: Ownership, Energy, Speed & Agility, Service, and Being Human. Each value, and its underlying definition, serves as a behavioral guide for employees as they interact with customers and fellow coworkers and is an embedded way of operating across our organization.
Bullhorn fosters a dynamic and supportive environment where hard work and great results are rewarded and celebrated. We value openness and continuous improvement, encouraging team members to acknowledge challenges and learn from them. With a strong focus on growth, we provide ample opportunities for career development and prioritize promoting from within. We believe that leaders should care deeply about the development of their employees at all levels, emphasizing emotional intelligence and accountability. Our leaders collaborate closely to ensure the success of their teams, and we work together to achieve shared goals, creating a positive and empowering workplace for everyone.
About the Role
Reporting to our VP, International Support, the Director Product Support will develop a team of high performing and highly accountable leaders and product support analysts globally in addition to leading transformational programs on behalf of the organisation. You will play a key role in driving customer satisfaction and delivering continuous improvement in time to resolution, productivity, and quality. You will work cross functionally within Bullhorn to deliver improved workflows and customer outcomes while also delivering against financial objectives. You will be a key stakeholder in driving a culture of business readiness and accountability and delivering an incredible customer experience.
Responsibilities and Tasks
Drive the organisation to prompt resolutions. Set the tone to drive customer escalations and inquiries to resolution.
Drive continuous improvement by ensuring a strong root cause analysis program that identifies and resolves systemic issues by implementing scalable solutions.
Drive employee engagement and retention by developing a team of experts capable of making fast decisions for our customers and supporting one another.
Lead transformational programs that integrate AI and innovative solutions to enhance support delivery and ensure the proper adoption of workflow changes.
Collaborating with internal SMEs to optimise analyst enablement training for improved product knowledge & technical skills.
Manage enterprise customer relationships for our largest customers, handling issues timely and effectively.
Leverage data analytics to track key performance metrics (e.g., first contact resolution, time to resolution, customer experience index, productivity) and drive strategic decisions.
Ensure 24x7 support by implementing a globally integrated model with tiering, swarming, multi-channel capabilities, and expedited service.
Build programs to utilise data insights to identify trends and provide recommendations to improve customer experience.
Lead customer experience improvements by analysing feedback and implementing ongoing strategies to enhance satisfaction.
Investigate industry best practices with curiosity and create innovative solutions for adoption.
Required Skills & Experience
Proven track record of senior leadership experience working with and managing global enterprise customers across multiple engagement cycles.
Experience in product/technical support, customer success, within high-growth B2B, SaaS, cloud, or equivalent industries.
Experienced in the Salesforce platform, preferably as an OEM partner with knowledge of PBOs, LMAs, and partner channel orders.
Proven ability to modernise global customer support through the adoption of modern processes, technology, and service models.
Strong cross-functional collaboration skills with the ability to build relationships, influence stakeholders, and drive alignment toward common goals.
Extensive experience in customer service strategy including multi-lingual, multi-market operations, omni-channel support, and third-party relationship management.
Strong commercial awareness with the ability to design, deliver, and review long-term success strategies for customer service and support.
Data-driven decision-maker with strong analytical, organisational, and strategic planning skills.
Experienced in program and performance management, with a strong belief in the role of customer support in driving customer satisfaction.
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What we offer...
- Group Critical Illness, Group Income Protection, Group Life Assurance, Pension, Vision, EAP
- Access to our Discounts and Wellbeing Portal
- Optional from DAY ONE - Private Medical Coverage & Ride to Work Scheme
- Unlimited Vacation
- Quarterly paid volunteer days
- Lucrative Employee Referral Program (eligible for prior to your first day)
- Career development opportunities up/across Bullhorn
Bullhorn's core purpose is to create an incredible customer experience, which starts with first creating an incredible employee experience. Our vision is for every employee to have a sense of belonging, a voice that is heard, and a clear path for success. We are committed to building diverse and inclusive teams, and our culture is shaped by our five core values: Ownership, Energy, Speed & Agility, Service, and Being Human.
We are a people-first culture where everyone’s contribution is valued and respected. We're looking for smart, forward-thinking individuals who aren't afraid to challenge the status quo and bring fresh perspectives to the table. If you're someone who thrives in a casual, yet fast-paced and agile environment, we'd love to have you join us.
