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- Tasks: Lead a global team to enhance customer support and drive satisfaction.
- Company: Bullhorn is dedicated to creating exceptional customer experiences with a people-first culture.
- Benefits: Enjoy unlimited vacation, private medical coverage, and career development opportunities from day one.
- Why this job: Join a dynamic team that values innovation, collaboration, and personal growth in a fast-paced environment.
- Qualifications: Senior leadership experience in global enterprise customer support, preferably in B2B or SaaS industries.
- Other info: We're looking for forward-thinking individuals ready to challenge the status quo and make an impact.
The predicted salary is between 43200 - 72000 £ per year.
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Join to apply for the Director, Global Product Support, Recruitment Cloud role at Bullhorn
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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 24×7 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.
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.
Seniority level
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Seniority level
Director
Employment type
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Employment type
Full-time
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Other
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Industries
Software Development
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Director, Global Product Support, Recruitment Cloud employer: Bullhorn
Contact Detail:
Bullhorn Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Director, Global Product Support, Recruitment Cloud
✨Tip Number 1
Familiarise yourself with Bullhorn's core values: Ownership, Energy, Speed & Agility, Service, and Being Human. During your interactions, whether in interviews or networking, demonstrate how your personal values align with theirs to show you're a great cultural fit.
✨Tip Number 2
Highlight your experience in managing global enterprise customers and your ability to drive customer satisfaction. Prepare specific examples of how you've successfully resolved escalations or improved support processes in previous roles.
✨Tip Number 3
Showcase your knowledge of the Salesforce platform and any relevant experience as an OEM partner. Being able to discuss your familiarity with PBOs, LMAs, and partner channel orders will set you apart from other candidates.
✨Tip Number 4
Prepare to discuss your approach to data-driven decision-making. Be ready to share how you've used analytics to track performance metrics and make strategic decisions that led to improved customer experiences in your past roles.
We think you need these skills to ace Director, Global Product Support, Recruitment Cloud
Some tips for your application 🫡
Understand the Company Culture: Before applying, take some time to understand Bullhorn's core values: Ownership, Energy, Speed & Agility, Service, and Being Human. Tailor your application to reflect how your experiences align with these values.
Highlight Relevant Experience: In your CV and cover letter, emphasise your senior leadership experience, particularly in managing global enterprise customers and your background in product/technical support within high-growth B2B or SaaS environments.
Showcase Analytical Skills: Since the role requires data-driven decision-making, include examples of how you've used analytics to improve customer service or support processes in your previous roles.
Craft a Compelling Cover Letter: Use your cover letter to tell a story about your career journey, focusing on your achievements in customer satisfaction and team development. Make sure to connect your past experiences with the responsibilities outlined in the job description.
How to prepare for a job interview at Bullhorn
✨Understand the Core Values
Familiarise yourself with Bullhorn's core values: Ownership, Energy, Speed & Agility, Service, and Being Human. Be prepared to discuss how your experiences align with these values and how you can contribute to fostering this culture.
✨Showcase Leadership Experience
Highlight your senior leadership experience, especially in managing global enterprise customers. Prepare examples that demonstrate your ability to drive customer satisfaction and lead high-performing teams.
✨Emphasise Data-Driven Decision Making
Be ready to discuss how you've used data analytics to track performance metrics and make strategic decisions in previous roles. This will show your capability to leverage insights for continuous improvement.
✨Prepare for Cross-Functional Collaboration
Since the role requires working cross-functionally, think of instances where you've successfully collaborated with different teams. Highlight your relationship-building skills and how you've influenced stakeholders towards common goals.
