Own delivery performance of the global HELP24 support organization, including SLA adherence, incident resolution effectiveness, and customer satisfaction across products, regions, and deployment models.
Operate the partner-led support model, including vendor performance management, contractual compliance, staffing alignment, and accountability to defined service outcomes.
Monitor and improve operational performance using customer feedback, service metrics, and trend analysis; implement corrective actions to address service degradation, recurring issues, and systemic risks.
Serve as executive-level escalation point for critical customer issues, ensuring timely resolution and clear communication.
Build and maintain senior relationships with key customers to support trust, transparency, and effective issue resolution.
Requirements
Bachelor's degree in business or computer science or equivalent and/or relevant work experience
12+ years’ experience in a customer-facing role in a relevant industry
Experience in payment processing and customer facing software support
Progressive leadership experience managing and leading client facing global teams
Demonstrated fluency with generative AI tools (e.g., Claude, Copilot, Gemini)