Head of Global Support
Who is KORE Software?
KORE is the global leader in sports and entertainment business management solutions. Comprised of KORE Software and KPI (KORE Planning and Insights), KORE provides leading B2B SaaS software to more than 500 sports properties and large corporate brands worldwide, providing practical tools, services, and insights that drive ticket sales, digital marketing, corporate sponsorships, activation management, premium hospitality and more.
Why work at KORE Software?
KORE provides an inclusive, dynamic and engaging environment where your curiosity, creativity and passion can thrive. We foster innovation, we embrace change, and we like a good challenge!
Our talented and friendly staff are united by a love for technology and providing best-in-class products and services to our customers.
This is a place where your voice will be heard, a place where we value your opinion, and a place where you can drive change in a fun and fast-paced team.
Are you ready?
Our Values
We operate with transparency. We communicate and act with resolute honesty, integrity, and respect.
We are accountable. We take ownership in the quality of our work and can be counted on to deliver.
We commit to our customer. In all that we do, our customer is our priority. We are fanatical about serving both our internal and external customers.
We embrace change. We are unafraid of questioning assumptions and believe that growth and innovation flourish when challenging the status quo.
About the Position
As the Head of Global Support at KORE, you will lead and mentor a team of Technical Support Specialists in the North America and Europe in their efforts to provide exceptional experiences to customers working across a wide range of KORE applications and platforms. Duties outlined below:
1. Strategic Oversight of Technician Activities and Performance:
- Articulate and execute a vision for customer support excellence through continuous improvement
- Evaluate and assign KPIs relevant to a range of KORE products and applications
- Cultivate and manage relationships with external partners and internal stakeholders to ensure operations are running efficiently and meeting company KPIs and objectives
- Create operational efficiencies to ensure service operations flow seamlessly for our clients and partners.
- Handle end-user customer satisfaction events
2. Management and Oversight of Technicians:
- Supervise and direct existing technicians to ensure organizational KPI targets are met
- Provide training and development opportunities for technicians to improve technical troubleshooting skills and customer service experience
- Champion programs for increasing employment engagement, communications, and people development
- Mentor and provide career guidance for employees to advance professionally
3. Technical Knowledge and Oversight:
- Possess high level of technical experience with knowledge on all aspects of systems required for escalated technical inquiries
- Develop policies and strategies to ensure the effective and timely resolution of critical technical and procedural issues for all internal and external technicians
- Problem solve various queries, provide and execute solutions, and escalate issues to the appropriate department, as needed
4. Technical Training:
- Develop and implement training programs and requirements for successful technical troubleshooting internally and technical standards externally
- Leverage existing technical knowledge from internally and externally facing knowledge bases to review existing standards and develop best practices
- Develop robust troubleshooting and technical resources and courses
Qualifications:
- 5+ years of experience managing a distributed technical support team
- Knowledge of systems used to support SaaS products
- Experience collaborating across departments to optimize procedures and processes