Head of Global Support, Lisbon Lisboa

Head of Global Support, Lisbon
Lisboa
Lisboa, Lisboa, Portugal

SUPPORTING THE SUCCESS OF OUR CUSTOMERS NOW AND IN THE FUTURE

We have ambitious targets in front of us. Strengthening our position as a leading provider of cloud ERP-solutions for Distribution and Publishing businesses, we want to expand our Iptor family with passionate people who are committed to making a difference every day, taking care of our customer’s business. At Iptor, you will join an international team and work alongside colleagues from a diverse range of backgrounds and have the chance to grow your career on a global scale. If you are ready to challenge yourself and broaden your horizons, come join us!

As the Head of Global Customer Support, you will be entrusted with making critical decisions that have a profound impact on Iptor's business relationships, revenue opportunities, and overall goal achievement. Your role will involve ensuring exceptional customer satisfaction and continuously improving the support provided in alignment with sales and marketing processes. By implementing effective programs, you will foster an environment that promotes success for both customers and employees. Join our team and be at the forefront of driving
- centric excellence in a global context.

AT IPTOR, YOU WILL EXPERIENCE

• Professional Development: We're committed to fostering professional development and career growth. Our comprehensive training and development programs empower employees to reach their full potential.
• Flexible Work arrangements: Experience the liberating flexibility of working hours that suit your lifestyle. Whether you prefer a hybrid or remote work setup, we accommodate your needs.
• A Collaborative and Innovative culture: At Iptor, our culture thrives on recognition, trust, and respect. We foster an inclusive and supportive environment valuing everyone’s contributions. We recognize dedication through an attractive salary package, bonuses, and generous vacation days. Our success is built upon collaboration and innovation.

YOUR HELP AND CONTRIBUTIONS TO OUR JOURNEY

• Oversee and manage the entire lifecycle of Application and Infrastructure service requests, ensuring adherence to SLAs and high customer satisfaction.
• Lead a team of Consultants and Specialists, ensuring compliance with customer contracts and internal policies.
• Drive efficient and effective customer support on a global scale, focusing on revenue and cost management.
• Foster strong partnerships with internal leaders and set higher standards for customer support, enhancing both internal and external customer experiences.
• Monitor and improve customer service, including escalations, quality of service, and customer satisfaction initiatives.
• Implement and manage performance reports, analyzing data to drive the customer support organization towards excellence, while ensuring global process consistency and driving efficiency and automation projects. Additionally, promote development of individuals and the organization as a whole to handle all tasks effectively.

YOU STAND OUT FROM THE CROWD IF YOU HAVE

To be both successful and motivated in this role, we think you recognize yourself in some (or all) of the below:

• A minimum of 5 years of experience working in a highly complex organization.
• Extensive experience of 5+ years each in both services and hardware businesses.
• Strong background of 5+ years working in the technical industry, preferably in a customer support services environment with prior IT-related call center or call dispatch experience.
• Possess broad functional expertise and
  - depth knowledge of related business functions, including people management and logistics procedures.
• Demonstrated assertiveness and proactiveness in dealing with both internal and external customers.
• Financial acumen to effectively navigate financial aspects of the role.

And if those talents are combined with the right personality skills, we can’t wait to have you on board:

• Ability to work independently and collaboratively in a team environment.
• Strong leadership skills and ability to lead by example.
• Effective time management and
  - motivation.
• Proficient in dealing with ambiguity and demonstrating adaptability.
• Excellent communication skills with the ability to influence others.
• Understanding and promoting cooperation and cultural sensitivity in the workplace.
• Strong analytical and
  - solving skills, with the ability to think strategically and provide innovative solutions.
• Excellent verbal and written communications skills in English.

Inclusivity and Diversity: At Iptor, diversity and inclusion are at the core of our values. We believe that diverse perspectives drive innovation and excellence. We foster an inclusive workplace where every individual's contributions are celebrated and respected. Join us in creating an environment where each individual's unique contributions shape our success.

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