At a Glance
- Tasks: Lead global customer support strategy and operations, ensuring top-notch service for clients worldwide.
- Company: Join Sapiens International, a leader in innovative tech solutions.
- Benefits: Enjoy a hybrid work model, competitive salary, and opportunities for professional growth.
- Other info: Dynamic role with opportunities to mentor and develop future leaders.
- Why this job: Make a real impact by shaping the future of customer support on a global scale.
- Qualifications: 15+ years in global support leadership with strong ITIL expertise.
The predicted salary is between 45000 - 55000 £ per year.
Sapiens International is seeking a VP, Global Customer Support who will own the strategy, operations and performance of Sapiens' worldwide customer support organization, ensuring 24x7 service desk coverage across all products and functions under GCSO.
This role is the executive escalation point for support cases and issues raised by customers, services teams and account managers, and is accountable for building a support function that scales with the business and meets tomorrow's standards for global enterprise customers.
Location/working model
London – Hybrid (flexible)
Key responsibilities
- Serve as the senior escalation point of contact for Sapiens customers on all support matters, representing the voice of the customer at the executive level.
- Own oversight and direct management of the support functions that enable smooth operations of the Global Customer Support Center worldwide.
- Set the vision for and continuously evolve the global customer support strategy to meet growing business demand and rising customer expectations.
- Establish and maintain coverage models for all product lines, including cloud support, incorporating standard operating procedures and follow-the-sun models across multiple time zones.
- Provide strong, dynamic leadership that mentors, develops and guides regional support leaders and their teams to maximize the efficiency, quality and value of every customer interaction.
- Deliver results against a defined scope of work, including measurable ROI, strategic innovation, performance reporting and human capital development.
- Build, implement and maintain enterprise-wide Quality Assurance (QA) programs that drive continuous improvement and consistent achievement of Service Level Agreement (SLA) performance.
- Design and maintain an effective global organizational structure, including recruiting, training, coaching, recognition, workflow design, performance standards and staffing levels across all regions.
- Coordinate analytic, strategic and technical resources to meet client expectations, and ensure a disciplined Workforce Management practice is in place, covering planning, forecasting, scheduling and real-time management of all Contact Center staff.
- Own the customer support budget and resourcing plan, including in-house and outsourced/BPO capacity, and report performance and investment priorities to executive leadership.
- Partner with Product, Engineering and Cloud teams to ensure support readiness for new releases, regions and product lines, including new L1/L2 service stand-ups.
Knowledge, skills and expertise required
- Bachelor's degree in Computer Science, MIS, or an equivalent field; advanced degree a plus.
- 15+ years leading global support organizations, including significant experience at a senior/executive management level.
- Proven experience establishing and scaling geographically dispersed, follow-the-sun support teams.
- ITIL expertise required; familiarity with Service Now is a plus.
- Track record of standing up new support regions and service tiers, including L1 and L2 operations.
- Experience working closely with Cloud and Product organizations to align support readiness with product strategy.
- Demonstrated success designing and modifying support processes and coverage models to improve efficiency.
- Sound business judgment with the ability to manage shifting priorities while remaining focused, motivated and enthusiastic.
- Excellent problem-resolution capabilities and strong critical-thinking and analytical skills to isolate and resolve complex technical and operational issues.
- Executive-level interpersonal, communication and stakeholder-management skills.
- Strong organizational, multi-tasking and prioritization skills across a large, distributed organization.
lisa. smith@sapiens. com is your contact for any questions but we kindly request that you apply via our website or Linked In.
VP Global Customer Support in London employer: Sapiens
Sapiens is an exceptional employer that fosters a culture of innovation and collaboration, making it an ideal place for experienced professionals to thrive. With a strong commitment to employee growth, we offer extensive training and development opportunities, alongside a competitive benefits package that supports work-life balance. Located in a dynamic environment, our team enjoys the unique advantage of working on cutting-edge cloud technologies while contributing to impactful solutions in the SaaS space.
StudySmarter Expert Advice🤫
We think this is how you could land VP Global Customer Support in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Sapiens. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Sapiens before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace VP Global Customer Support in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Sapiens:Your cover letter is your chance to shine! Tell us why you want to work at Sapiens specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Sapiens!
How to prepare for a job interview at Sapiens
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
