At a Glance
- Tasks: Lead global customer support strategy and enhance customer experience across diverse teams.
- Company: Join Syncron, a leading SaaS company with a strong focus on people and innovation.
- Benefits: Competitive salary, dynamic work environment, and opportunities for professional growth.
- Other info: Exciting opportunity to work with cutting-edge technologies and drive operational excellence.
- Why this job: Make a real impact by improving customer satisfaction for world-class organisations.
- Qualifications: Proven leadership in global customer support within SaaS or enterprise software.
The predicted salary is between 90000 - 110000 £ per year.
Syncron is a leading SaaS company with over 20 years of experience, specializing in aftermarket solutions. Our Service Lifecycle Management Platform offers domain-fit solutions for Supply Chain optimization, Pricing strategy, Service Fulfillment (e.g. warranty management, field service management, service parts management, knowledge management). We build upon the belief that our greatest strength is our People. Our unique company culture has been appreciated by our Employees. With this, we are winning the hearts and minds of world-leading organizations, such as JCB, Kubota, Electrolux, Toyota, Renault and Hitachi.
As Vice President of Customer Support, you will define and execute Syncron's global customer support strategy, ensuring exceptional service delivery across our international customer base. You'll lead geographically distributed support teams, drive operational excellence, improve customer satisfaction, and work cross-functionally to continuously enhance the customer experience. This is a highly visible leadership role requiring strong commercial awareness, operational expertise, and the ability to build high-performing teams within a fast-paced SaaS environment.
What would you do?
- Define and execute the global Customer Support strategy aligned with Syncron's overall customer success objectives.
- Lead, coach, and develop regional Customer Support leaders and global technical support teams.
- Drive improvements across customer satisfaction (CSAT), Net Promoter Score (NPS), support SLAs, response times, resolution times, and customer retention.
- Establish scalable support processes, governance, and operational metrics to support continued company growth.
- Partner closely with Product Management, Engineering, Professional Services, Customer Success, and Sales to resolve customer issues and improve the overall customer experience.
- Act as the executive escalation point for strategic customer situations, ensuring timely resolution and strong executive communication.
Who you are? / What we expect:
- Significant leadership experience managing global Customer Support organisations within a SaaS or enterprise software business.
- Proven success leading large, distributed technical support teams across multiple regions and time zones.
- Strong understanding of enterprise SaaS applications, cloud technologies, APIs, integrations, and enterprise software support models.
- Demonstrated experience improving customer satisfaction, support operations, and service delivery performance.
- Experience working closely with Product and Engineering teams to influence product quality and customer outcomes.
- Strong executive communication skills with the ability to engage senior customer stakeholders and internal leadership.
The icing on the cake:
- Experience supporting enterprise customers within Manufacturing, Supply Chain, Service Lifecycle Management, ERP, Asset Management, or Industrial Software.
- Knowledge of ITIL, customer support best practices, and enterprise support frameworks.
- Experience implementing AI-driven support technologies, automation, knowledge management platforms, and digital customer engagement strategies.
VP Customer Support employer: Syncron AB
At Syncron, we pride ourselves on being a leading SaaS company that values our people above all else. Our innovative and collaborative work culture fosters creativity and growth, providing employees with opportunities to thrive in a global environment while making a meaningful impact in the aftermarket solutions industry. With competitive salaries and comprehensive benefits, including healthcare and pension contributions, we are committed to supporting our team members' professional journeys.
StudySmarter Expert Advice🤫
We think this is how you could land VP Customer Support
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Syncron AB. 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 Syncron AB 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 Customer Support
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 Syncron AB:Your cover letter is your chance to shine! Tell us why you want to work at Syncron AB 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 Syncron AB!
How to prepare for a job interview at Syncron AB
✨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.
