Director of Support Operations

Location: London

Reports To: Vice President, Support Operations

Role Overview:
We are seeking a Director of Support Operations to lead our production, technical, and end user support teams at a cross-functional level. In this role, you will help to drive the next evolution of our support operations, identifying, planning, and implementing the necessary systems and processes that will deliver high-quality, measurable outcomes to our merchants, payment network partners, and end-users (hereinafter "users").

The ideal candidate brings a strong background in a client/customer-facing support role, a strong technical background, excellent collaboration skills that bring cross-functional teams together, and a dedication to fostering a culture of empowerment, accountability, and continuous improvement. The Director will assess existing operations to identify and drive scalable operations and processes, enhancements to our support offerings and capabilities that deliver the services our users require, and elevation of support outcomes that delight users with prompt and precise solutions. This role will support the company's growth by enabling a productive, efficient, and scalable support operation that provides the support services and quality outcomes needed for the enterprise user.

Key Responsibilities:

1. Support Operations Leadership
   • Oversee a diverse group of onshore and offshore team members, distributed around the globe, spanning three departments - Production Support, Network Operations Center, and Customer Support.
   • Motivate, lead, and guide multiple managers and team leads across the department, fostering a culture of excellence, accountability, and continuous improvement, ensuring career growth and high engagement.
   • Recruit, train, and retain top support talent.
2. Strategic Leadership
   • Collaborate with senior leadership to share and implement strategic initiatives that improve customer satisfaction and service effectiveness.
   • Turn strategies into tactical action plans, accountable for implementation and results.
3. Customer Experience
   • Collaborate with team leaders to ensure timely resolution of user issues, maintaining high service quality.
   • Handle escalated issues and work with teams to implement long-term solutions.
   • Gather and analyse user feedback to identify recurring problems and drive improvements.
4. Process Improvement
   • Optimize workflows and support processes to enhance efficiency and reduce resolution times.
   • Oversee the implementation and maintenance of support tools and systems.
5. Compliance and Reporting
   • Ensure compliance with industry standards, SLAs, and data security protocols.
   • Provide regular updates to leadership on team performance, trends, and improvement initiatives.
6. Vendor Management
   • Establish and maintain strong relationships with key vendors and service providers to ensure alignment with organisational goals and support needs.
   • Develop and implement performance metrics to assess vendor performance against SLAs and organisational expectations.
   • Oversee the budget for vendor services, ensuring that expenditures align with organisational financial goals.

Qualifications:

• Experience managing teams of 50 or larger.
• Experience supporting technical products and services, preferably within a financial or e-commerce environment.
• A demonstrated record of delivering improvements to support services and user experiences that increase productivity and efficiency.
• Exceptional collaboration skills, with the ability to engage in high-level thinking and execution, pragmatically influencing and inspiring others to achieve ambitious goals.
• Familiarity with incident management processes and practices.
• Understanding of analytics concepts, particularly in technical and financial contexts. Bonus if having experience with observability of application services, performance monitoring, and business process monitoring.
• A solid technical foundation with the ability to distill complex technical and operational issues to both technical and non-technical stakeholders.

What you'll get in return:

• Stock options for publicly listed BokuInc
• Generous referral bonus
• Extra vacation days between Christmas and New Year
• Home Office equipment budget
• Exciting possibility to work with well-known names in the internet/digital/mobile/gaming industry
• Personal development, growth & learning opportunities in a motivated, talented and international team
• Independence to define your role: the freedom to act and take responsibility