Global Head of Support
About the Job
At TimeEdit we believe in context not control; we will set you up for success and watch you soar.
Our product is at the heart of every Higher Education institution solving conflict problems while improving student and staff's overall experience.
With over 20 years of experience in the domain, we are now on a growth journey. Having recently expanded out of Scandanavia, TimeEdit has a base of 170+ education institutions and is growing rapidly.
We are looking for a new Global Head of Customer Support to join our amazing team.
The mission
Most will agree that universities and colleges are quintessential to a well-functioning society. However, with their inherent complexity in operations and immense size, they are among the most difficult organisations to run efficiently. TimeEdit is on a mission to solve this by delivering the most comprehensive suite of efficient resource management tools to the higher education sector globally. We are the fastest growing provider in the industry, and more and more universities are discovering TimeEdit to solve their scheduling and resource management needs.
The challenge
As the market is transitioning from legacy monoliths, excel spreadsheets and home-grown has-beens, the TimeEdit customer success team is pivotal in easing the digitization process for our customers. This critical function is responsible for implementing TimeEdit across universities, driving ongoing adoption and ensuring retention. You will be part of the global Customer Success team where you will own and manage global customer support and, improve the way we do things to ensure we continue to deliver top-notch customer lifetime experience.
The role
As Global Head of Support at TimeEdit, you will...
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Lead, expand, and mentor the Customer Support team through hiring, coaching, and developing a world-class team
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With your team, execute daily support across different countries in multiple time zones and showcase the value of TimeEdit by managing customer relationships to ensure customer happiness, engagement and retention
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Own and manage escalations by liaising with all internal stakeholders while being the single point of contact for our customers
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Work closely together with our product and engineering teams to deliver upon and improve processes such as incident management, release management, etc.
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Be a product expert and understand how different tailored TimeEdit set-ups and workflows serve different purposes and demands
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Represent the voice of the customer and influence internal stakeholders by promoting a customer-centric mindset across the organization
In everything you do you will get the full support of the experienced staff of TimeEdit of which the majority is based in Europe. A tight interaction with the rest of TimeEdit is the key to your success.
You will be part of the Customer Success Management team (together with the VP of Customer Success, Head of Customer Onboarding Europe and Head of Customer Success ANZ) and report directly to the VP of Customer Success.
Key KPIs to support you in your role
You will work towards three main objectives:
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Customer satisfaction - We are super proud of our user advocates that help us grow and spread the TE word, as well as our low churn of less than 1%. And we will make sure we keep it there as we grow.
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Operational excellence - first response times, average resolution times, time to close, etc.
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Digitalization - increase amount of self service for our customers
Work with great people
Skills & Requirements
We urge you to apply if you…
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Have worked as a team leader in which you successfully drove customer support for a SaaS company, probably directly as Head of Customer Support, Customer Support Manager, Head of Customer Success, Customer Success Manager, or similar
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Have previous experience working directly with software implementations and support, either in the area of Customer Success, Professional Services or similar at a SaaS company or have a background within higher education and an interest in timetabling software
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Have built an operational playbook before for running a world class support team and a track record of mentoring great talent, and building high achieving teams
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Are a strong customer advocate with the ability and willingness to engage directly with customers
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The skills to be a data-driven decision maker, with a willingness to experiment and iterate
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Think broadly about what is best for the company, not just for your part of the organisation
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Can work autonomously and deliver strong results based on high level directions instead of micro management
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Excellent communication skills and fluent in both Swedish and English
Great Place to Work
$2,500 grant for personal development
Monthly stipend for gym membership
Growth opportunities
Awesome company retreats and regular team outings
Modern offices around the globe
Flexible hours and a remote friendly environment
About the company
TimeEdit was established in Gothenburg in the mid 90’s by an astrophysicist making a timetabling application from an Excel sheet on crack. Since then, the system has been professionalised and developed further to arguably become the world’s most modern fleet of resource management tools for higher education institutions.
Today, TimeEdit is a market leader in Europe and one of Scandinavia’s fastest-growing Edtech companies. On average, our customers spend 20% less on facilities, representing more than 4MEUR (!) in savings per year (yes, we’re pretty proud of that!). Less money spent on empty rooms means more resources allocated to research projects and higher education quality.
We recently celebrated our 170th customer and are growing fast through new exciting applications and a global roll-out. Today, more than seven hundred thousand students, teachers and schedulers use our products every day (yes, we’re pretty proud about that, too!).
Our office is located on Exhibition Street in the heart of Melbourne.
Context, not controlIf the team is fully aware of our purpose and how it maps to TimeEdit's current state of business, we believe we can make much better decisions and accomplish far more than through a top-down management model.
Swing for the fencesWe encourage experimentation. Better to try and sometimes fail than to sit tight and… fail for sure. Each mistake carries a lesson, and we make sure to learn from it.
Judgment > PoliciesSocial media policy. Travel policy. Buy a round of beers at an event policy. Work from home policy. Nay. Our policy on these (and most things) consists of three words: Use good judgement.
Work-life fitWe're scaling a company where people can build their work around their life, not the other way around. Flexibility means you're in the driver's seat to create a schedule that works for you, your passions, and the people you love.
Wessel Bronstring | Contact Person
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