Work Schedule:
- The role follows US working hours, with one team operating 24/7. On-call responsibilities are rare but possible, in line with the job description. Some company activities may take place in the late afternoon or early evening PH time, which is standard for teams supporting US operations.
Professional Experience:
- 18+ years of professional experience in customer service, contact center, and/or B2B technology
Leadership Expectations:
- The role requires an experienced leader who can develop and mentor other leaders, manage escalations, and act as a second-level escalation point for customers. Strong executive presence and decision-making skills are critical.
Customer-Facing Responsibility:
- Direct interaction with customers is a key requirement, particularly during critical escalations. The role supports high-impact environments where service disruptions can significantly affect customer operations.
Industry & Technical Background:
- Candidates must have experience in contact centersor interaction centers, a solid understanding of cloud-based software, and an appreciation of the urgency and business impact of service outages.
Global Customer Exposure:
- While the primary focus is the US, the role also supports customers in Canada and potentially other regions, making international customer experience important.
Team Scope & Growth:
- The role will have eight direct reports (leaders)and oversee a large, fast-growing organization. The team currently exceeds 80 people and is expected to scale to around 100 by year-end.
