Join to apply for the
Global Head of Support
role at 360Learning.At 360Learning, support isn’t just about solving problems—it’s a central pillar of the customer experience. Our Support team ensures every customer interaction is fast, accurate, and low-effort, while our Technical Writing team builds and maintains the knowledge base that empowers both customers and internal teams to self-serve effectively.As
Global Head of Support, you’ll be responsible for leading a globally distributed team across EMEA and North America (14 support agents and 3 tech writers), and for scaling support in line with the company’s growth. You’ll own the global support strategy, optimize team structure and operations, and drive continuous improvement in the customer experience. You’ll also lead the rollout of AI-driven tools and automation, with the goal of increasing efficiency, reducing resolution time, and improving customer satisfaction.Your role is cross-functional and highly visible:
you’ll collaborate closely with Product, Engineering, Customer Success, and Enablement to resolve complex issues, surface insights, and help build a more seamless customer journey.This is a strategic leadership role with the opportunity to make customer support a true differentiator for 360Learning.Within 1 month, you will:
Experience a comprehensive onboarding that includes an insight into our teams, culture, and productEstablish key metrics and reporting in Zendesk, Salesforce, and the productWithin 3 months, you will:
Analyze support metrics and KPIs to identify trends, address areas of concern, and challenge our 12 to 36-month roadmap ensuring we are ahead of other top organizations in our use of AI and support methodsCollaborate closely with cross-functional teams, including Product, Engineering, and Professional Services to provide technically sound, high-quality, comprehensive answers in languageEstablish exceptional communication with our Customer Success team in Zendesk and escalate key customer issues for faster resolutionWithin 6 months, you will:
Execute operational efficiencies identified in your six-month plan with buy-in across functions and within your team, including methods of communication, tiers, AI, and tool selectionLead, mentor, and expand a support team and technical writers, fostering a culture of excellence, accountability, and continuous learningEnsure the support team is equipped with necessary training to provide top-notch serviceWithin 12 months, you will:
Achieve KPIs for best-in-class customer education and support by integrating staff, resources, and leveraging enterprise support, tech writer tools, and AI enhancementsThe Skill Set:
Proven experience in leading and scaling customer support and knowledge bases in a B2B SaaS environmentStrong track record in improving customer satisfaction and support metricsTechnical acumen with ability to investigate customer issues and report in-depth asynchronouslyExcellent leadership and people management skills, with ability to inspire and develop high-performing teams in a European and North American environmentStrategic, data-driven thinker with a customer-first mindset and problem-solving skillsExperience with Zendesk and SFDC Service Cloud platformsFluent English (US/UK) / B2 level or equivalent (FR), with nice-to-have German B2 levelWhat We Offer:
Competitive package including base salary and variable componentWork From Home allowance, social security, health insurance, unemployment insurance, and other benefitsFlexible hours, fully remote anywhere in SpainActive DEI initiatives and ERGsCSR commitments and a culture that encourages making an impactInterview Process:
Phone Screen with recruiterDiscovery with COOCase study with COO, VP Engineering, and Ops teamClarification with Chief People OfficerCultural Fit interview with CEOReference checksOfferWho We Are:
360Learning enables companies to upskill from within through collaborative learning. Founded in 2013, with over 1,700 organizations, raised $240 million, and 400+ team members across North America and EMEA, we are committed to inclusive learning and growth for all.
#J-18808-Ljbffr