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- Tasks: Lead global support strategy and optimise customer service processes.
- Company: Join Thinkproject, a pioneering tech company in construction software.
- Benefits: Enjoy hybrid working, unlimited learning, and vibrant social events.
- Why this job: Shape the future of customer support with innovative AI solutions.
- Qualifications: 8+ years in service operations leadership, Salesforce ServiceCloud experience required.
- Other info: Be part of a passionate team that values feedback and growth.
The predicted salary is between 43200 - 72000 £ per year.
What do we do?
Introducing Thinkproject Platform. Pioneering a new era and offering a cohesive alternative to the fragmented landscape of construction software, Thinkproject seamlessly integrates the most extensive portfolio of mature solutions with an innovative platform, providing unparalleled features, integrations, user experiences, and synergies. By combining information management expertise and in-depth knowledge of the building, infrastructure, and energy industries, Thinkproject empowers customers to efficiently deliver, operate, regenerate, and dispose of their built assets across their entire lifecycle through a Connected Data Ecosystem.
What your day will look like:
- Mission: As Head of Service Support at Thinkproject, you will shape and lead the global strategy for our Professional Services Support organisation. You will build a consistent, efficient, and customer-focused support framework that drives operational excellence across all regions.
- Strategy & Vision: Define and execute a global support strategy that ensures consistent, scalable, and customer-centric service delivery.
- Process Standardisation: Design and implement global support processes that drive efficiency, quality and uniformity across all regions.
- ServiceCloud Optimisation: Lead process improvement projects within Salesforce ServiceCloud to maximise automation and workflow efficiency.
- Collaboration: Partner with Services Operations to align system capabilities with business requirements and process excellence goals.
- AI Enablement: Co-drive AI strategy and adoption within support to enhance automation, predictive insights, and customer experience.
- Performance Management: Establish and monitor global KPIs to ensure continuous improvement in service quality and responsiveness.
- Continuous Improvement: Drive innovation and best practice sharing through data-driven analysis and stakeholder feedback loops.
- Team Leadership: Build, mentor, and inspire a high-performing global support organisation focused on collaboration and excellence.
- Customer Focus: Champion a customer-first mindset, ensuring all processes and systems contribute to superior service outcomes.
- Change Management: Lead transformation initiatives, embedding new tools and methodologies to evolve Thinkproject’s support model.
What you need to fulfill the role:
- Proven experience (8+ years) in professional services, customer support, or service operations leadership roles, ideally in a SaaS or technology company.
- Strong background in process design, optimisation, and global standardisation.
- Salesforce ServiceCloud Experience as Superuser and/or Admin.
- Demonstrated experience working with AI-driven service solutions or digital transformation initiatives.
- Excellent stakeholder management and collaboration skills across global, cross-functional teams.
- Strong analytical and problem-solving capabilities with a strategic mindset.
- Excellent communication skills in English; German or other European languages are an advantage.
What we offer:
- Lunch 'n' Learn Sessions
- Women's Network
- LGBTQIA+ Network
- Coffee Chat Roulette
- Free English Lessons
- Thinkproject Academy
- Social Events
- Volunteering Activities
- Open Forum with Leadership Team (Tp Café)
- Hybrid working
- Unlimited learning
We are a passionate bunch here. To join Thinkproject is to shape what our company becomes. We take feedback from our staff very seriously and give them the tools they need to help us create our fantastic culture of mutual respect. We believe that investing in our staff is crucial to the success of our business.
Your contact: Preethika Ramdass. Please submit your application, including salary expectations and potential date of entry, by submitting the form on the next page.
Head of Services (Support) (f/m/d) in Reading employer: think project! GmbH
Contact Detail:
think project! GmbH Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Services (Support) (f/m/d) in Reading
✨Tip Number 1
Network like a pro! Reach out to people in your industry on LinkedIn or at events. A friendly chat can lead to opportunities that aren’t even advertised yet.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Tailor your answers to show how your experience aligns with their mission and values. We want to see your passion!
✨Tip Number 3
Practice makes perfect! Do mock interviews with friends or use online platforms. The more comfortable you are, the better you’ll perform when it counts.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take that extra step.
We think you need these skills to ace Head of Services (Support) (f/m/d) in Reading
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Head of Services role. Highlight your experience in customer support and service operations, especially in SaaS or tech environments. We want to see how your skills align with our mission!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about leading a global support strategy and how you can drive innovation at Thinkproject. Keep it engaging and relevant to the job description.
Showcase Your Achievements: Don’t just list your responsibilities; showcase your achievements! Use metrics and examples to demonstrate how you've improved processes or enhanced customer experiences in previous roles. We love data-driven success stories!
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It helps us keep everything organised and ensures your application gets the attention it deserves. Plus, it’s super easy!
How to prepare for a job interview at think project! GmbH
✨Know Your Stuff
Before the interview, dive deep into Thinkproject's services and the role of Head of Services (Support). Familiarise yourself with their platform, especially how it integrates AI and automation. This will show your genuine interest and help you speak confidently about how you can contribute.
✨Showcase Your Leadership Skills
Prepare examples from your past experiences that highlight your leadership in customer support or service operations. Think about times when you optimised processes or led a team to success. Be ready to discuss how you can build and inspire a high-performing global support organisation.
✨Be Data-Driven
Since the role involves establishing KPIs and driving continuous improvement, come prepared with insights on how you've used data to enhance service quality in previous roles. Discuss specific metrics you've tracked and how they influenced decision-making.
✨Ask Insightful Questions
At the end of the interview, have a few thoughtful questions ready. Inquire about their current challenges in service delivery or how they envision the future of AI in their support processes. This not only shows your interest but also your strategic mindset.
