Director, Global Customer Support

May, 12
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Onfido is the new identity standard for the internet. We empower people around the globe to reach services they love and need simply, speedily and safely – whether they’re renting a car or opening a bank account or completing a high-value transaction where identity is key. We built a full-service suite of AI-powered identity verification solutions with fairness and inclusiveness at their core, and were awarded ‘Outstanding Leader in Accessibility’ and ‘Best Innovation in Algorithmic Bias Mitigation’ awards at CogX. 
Onfido is an established pre-IPO technology company with a prominent position in the global marketplace that has been repeatedly recognized for excellence in performance and innovation. In 2021 we were awarded ‘Artificial Intelligence and Machine Learning Hot Company’ by CyberDefense Global Infosec Awards, ‘Fraud Prevention Innovation of the Year’ at the CyberSecurity Breakthrough Awards, and named to the CB Insights Fintech 250 for the fourth year running. We've received over $200 million in funding from investors including TPG Growth, Microsoft, and Salesforce to achieve our vision. We partner with thousands of businesses to help millions access services every week – from billion dollar institutions to hypergrowth unicorns. We support identities from 195 countries, and 2,500+ document types. Our recent growth is fuelled by continued increasing demand in the United States – where we’ve grown in year-over-year sales by 264% – as more enterprise organisations accelerate their digital transformation plans with Onfido. 
Our goal is to work together to promote and celebrate an inclusive and diverse community. Collectively, all Onfidoers are committed to creating an environment where everyone can be themselves, and where differences are celebrated. We encourage people from all backgrounds and cultures to come together to solve some of the world's most interesting problems.
The Opportunity
Our Director of Global Customer Support will be a key part of the Customer leadership team, working cross-functionally with Customer Success, A growing Professional Services function, Product Management, Engineering, and Sales. This senior leader will report to the SVP of Global Support.
The Director of Global Customer Support will build a world-class customer-centric highly skilled global customer support organization that is ultimately responsible for resolving all customer support tickets in a timely manner with the highest level of CSAT.
At Onfido, “Putting the customer at the center of everything we do” is a core objective. This leader will not only build a team of Customer Support professionals but will also help develop a content-rich self-service support portal  This leader will forge strong relationships with the Product and Engineering team. 

As a Director of Global Customer Support at Onfido you will:

    • Lead a world-class Customer Support team with ultimate responsibility for resolving all customer support tickets to customer satisfaction.
    • Partner with Product and Engineering teams on support-readiness for new products and features launch.
    • Partner with the Product and Engineering team and develop and prioritize a list of product improvements resulting in support ticket reduction.
    • Develop a team of subject matter experts to help drive timely resolution to complex product areas
    • Execute plays based on data-driven support health scores.
    • Establish support metrics to proactively assess and compute internal customer satisfaction score
    • Mentor and inspire a team of strong, intellectually curious customer support engineers to create a truly differentiating function for Onfido.
    • Support both high-touch and automated, self-service approaches to help customers meet their objectives.
    • Provide data and insights to the rest of the company in order to proactively improve product and customer experience, resulting in lower support tickets..
    • Help develop different customer support offerings to meet the needs of various customer segments.
    • Develop a clear career ladder for customer support engineers, providing them with a clear career growth path.
    • Use appropriate analytical tools to determine the preferred support strategy
    • Help enhance our self-service Support portal with an increasingly rich Knowledgebase
    • Use appropriate analytical tools to determine the preferred customer support strategy.
    • Manage and scale-up global customer support teams.
    • Be a champion of delivering a delightful experience to our customers.

We’re looking for a Director of Global Customer Support who can display the below skills & experience:

    • A leader who puts the customer first when framing the problem, the approach, and the solution
    • Experience leading a global customer / technical / product support team for a SaaS or subscription software company.
    • A balanced style that relies heavily on data to drive decision-making, but also understands the complexity of implementing change in a global, multicultural organization.
    • Experience managing change and helping a customer support team execute a core part of the company strategy.
    • Experience working with a SaaS company; high growth and pre-IPO experience a plus. Superior organizational and analytical skills, providing not just data, but insights when presenting the information.
    • Ability to collaborate with and influence cross-functional teams. Ability to independently identify problems, and trends, propose solutions, and execute those solutions
    • 10+ years in Customer Support, Technical Support, and/or Escalation Support including at least 5 years in a leadership role with strong loyalty-based relationships with former colleagues and team members.
    • Prior experience building self-service support solutions, including support portal and ticket tracking systems 
    • Familiarity with proven Knowledge Base methodologies, e.g. Knowledge-Centered Support (KCS)
    • Familiarity with support ticketing systems, e.g Salesforce Service Cloud
    • A track record of building strong cross-functional relationships and processes with Product, Engineering, DevOps, Customer Success, and Sales
    • A desire and ability to crush it at Onfido and ensure the team has fun doing it!
    • We know the confidence gap and imposter syndrome can get in the way of meeting spectacular candidates, so please don’t hesitate to apply — we’d love to hear from you.
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Onfido Culture
Onfidoer’s share a set of core values and want to hear from you if you believe in:
> Succeeding together; you work collaboratively and put the team first
> Taking pride; you care about quality, producing great work and customer / user outcomes
> Creating customer buzz; you demonstrate a strong user / customer focus
> Learning things & sharing them; you have a natural curiosity and default to sharing knowledge with others
> Finding a better way; you’re adept at finding solutions, experimentation and innovating to make things better
Onfido Balance
Personal hyper-growth requires a fast-moving environment, a clear career development plan and—crucially—looking after ourselves.
Onfido Balance is the toolkit we’ve developed to succinctly communicate our benefits offering:
> Our Body benefits prioritise health, wellbeing, exercise and recovery. 
> Our Head benefits are focussed heavily on learning whatever your learning style, mental wellness and flexible working.
> Our Heart benefits are framed around sharing our success with our peers, our local communities and our future selves in the form of equity, corporate social responsibility and better togetherness.
Check out Life at Onfido via our LinkedIn Careers Page!
Onfido is committed to creating a diverse and inclusive work environment. We're always on the lookout for talented, passionate people and encourage applications from all backgrounds regardless of age, disability, gender, sexual orientation, parental status, race or religion. If you need reasonable accommodation at any point in the application or interview process, please let us know.
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