Global Head of Support

Recruiter
PeopleHR
Location
Edinburgh
Posted
10 Sep 2018
Closes
18 Sep 2018
Contract Type
Permanent
Hours
Full Time
TVSquared, the gold standard for TV measurement and optimization, is bringing state-of-the-art analytics to the world of TV advertising – a $212 billion global industry.


TVSquared is the most accurate, same-day television attribution platform in the industry. Delivering improved campaign performance for advertisers, our platform enables any brand or agency to increase ROI and proactively improve the performance of TV advertising campaigns. More than 700 brands, agencies and networks across 70 countries use TVSquared’s platform to improve TV performance by up to 80%.


Headquartered in Edinburgh, TVSquared is an exciting, fast-growing multi-national company with offices in London, New York, Los Angeles, Munich and Sydney. Our employees make up the best and brightest in business, media, advertising and technology – and because the company is expanding at a rapid pace, we are looking for the most passionate and dedicated people to join our team.







Job Purpose:


This is a global role, it will report into the CRO. The main
purpose is to oversee TVSquared`s pre- and post-sales strategy and operations.
You will manage the teams and customer support processes to ensure high customer satisfaction. You will define the strategy of the company’s customer support structure and work collaboratively with other teams in the organization to improve on all aspects of the TVSquared customer experience. The role will be based in New York or Edinburgh depending on the right candidate.


The ideal candidate
for this role should have a meticulous focus on customer satisfaction, a
passion for learning new systems and products, the technical understanding to
define new processes and the ability to lead and grow a large team in a
demanding and fast-growing environment.



Responsibilities:


Ownership of the Global
customer support strategy, pre- and post-sale
Experimentation with, and
iteration of, processes & metrics to drive operational excellence,
using a data driven approach
Develop documentation,
training materials, and messaging for customers and support team
Report on and monitor performance metrics and develop strategies to improve where needed
Oversee customer support related business infrastructure, including aspects of the company’s systemsWork cross departmentally to report new and emerging issues to engineering and product teams – track and analyze these issues and develop solutions to overcome them
Work across all business
locations to continually improve global support options
Leadership of the pre- and
post-sales teams
Hiring, onboarding, training
and development of the team and their managers





Experience required:


5+ years customer support
experience
2+ years managerial
experience
2+ years project management
experience
A background in technical
troubleshooting with hardware, software, and web-based products
Experience in working under
pressure in a fast-growing environment
A passion for delivering the
best possible experience to current and prospective customers
A strategic outlook on system
functionality with regards to customer support
Reporting and analytics
experience. Microsoft Excel and PowerPoint
Strong
leadership skills
Strong
presentation, communication, and writing skills





Deadline:

Please
submit your application as soon as possible as we are looking to schedule
interviews over the coming weeks.








Please upload your CV in PDF format. No agencies please.








TVSquared is an Equal
Opportunity Employer


The
personal data that you provide in responding to this job application will be
used for the purposes of evaluating your data and considering you for the
position applied for. In the event your application is unsuccessful, we will
keep your data on file for a six-month period from receipt to consider you for
any future roles we feel may be appropriate for you (unless you object to us
doing so). You can see full details of how TV Squared processes personal data
of individuals who interact with us on our website at ######.###/privacy-policy/.

TV Squared
Limited (Company No SC421072), Head Office, is incorporated in Scotland. Its
group companies are TV Squared Inc (File Number 5600204), incorporated in
Delaware; and TV Squared GmbH (Registered Number HRB 236077), incorporated in
Munich. Further details about TV Squared can be found on our website at ######.###/. Advertised through Zoek 1497502b0106460199e3f00056e136b44

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