Head of Global Support at Safety Culture

Customer Support, Full-time Permanent, Sydney sydney support full-time
Description
Posted 1 months ago

SafetyCulture is an Australian-based, international tech scale-up. We create SaaS solutions that empower front line workers to drive operational excellence and take ownership of their safety and wellbeing.

iAuditor was launched in 2012 to solve a global problem. Reduce workplace injuries and help frontline workers get home safely to their families. Fast forward 7 years, and we have hundreds of thousands of workers in over 150 countries using our platform, conducting millions of inspections every month. We’re excited to have a largely untapped global market and ambitious goals to reach 100 million workers. We’re looking for talented and mission-driven people to drive that growth.

At SafetyCulture, we seek to do our best work every day, so our customers can do the same. Our mission – and your opportunity — is to help solve problems that fundamentally change how people work. In short, to discover, create, inspire and shape a better workplace for all. 

It’s an ambitious goal, but collaboration is key to unlocking the future of work. We’re building out diverse, high-performing interdisciplinary teams that leave a positive impact on company culture. We are growing fast and looking for self-motivated people that value collaboration, trust, growth, and learning to join our team.

The Role

Providing industry-leading customer support to our customers is critical to our mission at SafetyCulture. This key leadership role is responsible for a global team of support professionals that aim to provide nothing short of unforgettable experiences for our customers with every single interaction. 

Reporting to the Chief Experience Officer, this role will lead our geographically dispersed Support teams across Australia, the UK, the US, and the Philippines. 

Day to Day you will

  • Design and implement the Customer Support strategy and lead the global teams towards exceptional CSAT.
  • Continuously review processes and systems to ensure efficiency, transparency, alignment for the Support team
  • Lead and facilitate effective general/technical support, quality assurance, and knowledge base management processes
  • Have complete ownership of customer, performance, and service metrics for areas of focus and KPIs
  • Work closely with the Head of Regional Operations in Manila to ensure successful operations of the office including Support, Success, Finance, HR, and SEO.
  • Be responsible for talent acquisition, development, and retention to meet the continuous evolution of the company’s needs
  • Partner with leaders across the business to drive continuous improvement with our product and customer experience
  • 10+ years of experience leading global teams
  • Adept at strategic staffing and financial analysis
  • Deep knowledge of industry trends and technology
  • Experience in SaaS
  • Proven track record of strong coaching and mentorship
  • Ability to communicate effectively with executive leadership
  • Implementation of various support software
  • Experience in working with mergers and acquisitions
  • Ability to travel globally 5+ times a year
  • Experience in working with offshore teams
  • At SafetyCulture, we’re committed to building inclusive teams and cultivating a sense of belonging so our people can bring their whole authentic selves to work each day. We seek to make reasonable adjustments throughout our recruitment process to create an even playing field for all candidates. Thanks to the tireless efforts of the entire SafetyCulture team we’ve built an incredible culture that has seen us recognised as a Best Place to Work in Australia, the US, and the UK. 

    You can find out more about life at SafetyCulture via Youtube, Twitter, Instagram, and LinkedIn.

    To all recruitment agencies, we do not accept resumes or partnership opportunities. Please do not forward resumes to SafetyCulture or any of our employees. We are not responsible for any fees associated with unsolicited resumes.


    The Company

    SafetyCulture is a customer and product-driven company with an ambitious mission: empower front line workers to drive operational excellence and take ownership of their safety and wellbeing. The company started in Townsville, our HQ is in Sydney, and we have offices in Kansas City, Manchester and Manila.

    Our first product, iAuditor, is a mobile platform that helps teams around the world carry out inspections and spot issues quickly and easily. The knock-on effects are huge: by surfacing exactly what matters, people in teams can act to improve their business, raising their game, again and again. From boutique hotels to space exploration companies, millions are discovering the positive impact iAuditor can have on their teams and performance every day. Today there are more than 25,000 companies that pay for our products, carrying out millions of inspections per month.

    This is an exciting time in SafetyCulture’s history. We now have more than 300 mission-obsessed people driving outcomes for our customers. We have a strong senior leadership team with experience taking start-ups through the critical scale-up phase. We’ve raised more than $150 million in funding, which will be used to evolve the product into an alerts platform for distributed teams, and expansion into insurance, sensors and IoT, and telematics for fleets. The goal is to have 100 million people using our products every day.

    To all recruitment agencies: we do not accept resumes or partnership opportunities. Please do not forward resumes to SafetyCulture or any of our employees. We are not responsible for any fees related to unsolicited resumes.