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Director, Global Support

GO1

Salt Lake City, UT, US
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Industry: Edtech
  • Post Date: 01/24/2023
  • Website: go1.com
  • Company Address: , Brisbane, Australia
  • Salary Range: $150,000 - $150,000

About GO1

The Go1 Content Hub is the world's largest digital learning library. Content Hub. With over 100,000 resources, and growing, delivered by the biggest names in eLearning, you have access to a vast range of topics, including industry specific learning.

Job Description

At Go1, we have grown from our humble beginnings into the world's largest aggregator of educational content. We make learning easy with thousands of courses in one simple solution. We provide the opportunity for individuals to develop themselves to face the future, and for organizations to achieve their strategy. 

We're endlessly curious, collaborative, and inspired by life-long learning. Our global teams span across more than 30 countries, speaking over 50 different languages! Although we have different backgrounds, we share the same vision; to reach a billion learners as we unlock positive potential through a love of learning.   

We're big enough to have resources and scale, but small enough that a single person has a surprising amount of autonomy and can make a meaningful impact. Because we take learning very seriously, we’re invested in your own personal development, and we offer an inclusive, flexible environment where you can do your best work. If you resonate, we would love you to help us on our mission. 

As part of the Go1 vision of reaching 1 billion learners, we are now looking to grow our team with a new leadership position in our Global Support organization. The Sr. Manager, Global Support role will be responsible for the team that provides product, technical and content support to all of our customers and partners.

Responsibilities:

  • Manage a growing team of Support managers across several locations and build upon a high level of team engagement.
  • Own all success metrics for the Support team, including SLA adherence, customer satisfaction scores and time to reply.
  • Champion product and engineering improvements to continuously improve our support team’s efficiency.
  • Ensure that team organization structure and service catalogue adapt to support customer and partner organizations from Small Businesses to Large Enterprises around the world.
  • Develop and own the delivery of new Go1 Premium Support offerings and scale them up. This will lead to a growing revenue stream over time.
  • Drive continuous improvement in operational excellence and execution capabilities across Customer Support teams.
  • Deliver on initiatives that improve self-service and knowledge management through partnership with the Product and Engineering teams.
  • Serve as key escalation contact for customer and partner issues.

Requirements:

  • 5+ years of leadership experience leading product and technical software support organizations.
  • Significant experience implementing and leveraging tools such as Zendesk, Intercom, Jira
  • Proven track record leading well-performing global operations
  • Experience delivering a support service across multiple 3rd party integrations and customer use cases
  • Expertise in handling complicated customer escalations and striking the appropriate balance between the interests of the customer, our partners and Go1.
  • Demonstrated ability to collaborate cross-functionally with product, engineering, sales, and success teams to deliver a great service to customers

What makes Go1 special? Every one of our employees. When we work together, great things happen! When you join the Go1 team, you not only get to work with an amazing bunch of people, but you're also supported to continue your own personal growth and development in an inclusive and flexible environment, with benefits including:

  • Uncapped commission plans or annual bonus plan (role dependent)
  • Employee Stock Option Plan
  • Up to 4% 401k contribution match up to IRS annual limit
  • Medical, Dental and Vision Insurance
  • Disability, Life/AD&D Insurance
  • Unlimited PTO - vacation, sick & personal leave
  • 11 paid public holidays
  • 18 weeks paid parental leave
  • Flexible work options - we value work life balance
  • Unlimited access to the Go1 Learning Hub
  • Financial support for professional development
  • Employee Assistance Program
  • Free on-site weekly lunch
  • Free on-site drinks and snacks

We work hard to provide an inclusive workplace for everyone and are passionate about having all team members involved in what we do - no matter where in the world you are located. We celebrate each other’s wins and support one another, so we can grow as individuals, as teams and as an organization. Our culture of innovation and helps us provide the best learning experience possible for our clients and learners across the globe.

We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

*At Go1, your base pay is one part of your total compensation package. This role pays $150,000 and your actual base pay will depend on your skills, qualifications, experience. This role is also eligible for the company bonus plan and employee stock options.

Perks and Benefits 

What makes Go1 special? Every one of our employees. When we work together, great things happen! When you join the Go1 team, you not only get to work with an outstanding bunch of people, but you're also supported to continue your own personal growth and development in an inclusive and flexible environment, with benefits including:  

  • Competitive incentive plan in addition to salary
  • Employee Stock Option Plan  
  • Up to 4% 401k contribution match up to IRS annual limit  
  • Employee and dependent Medical, Dental and Vision Insurance   
  • Disability, Life/AD&D Insurance  
  • Commuter benefits 
  • Unlimited PTO - vacation, sick & personal leave 
  • Flexible approach to work 
  • Home workspace reimbursement 
  • Unlimited access to the Go1 Learning Hub, including LinkedIn Learning 
  • Professional development fund 
  • Volunteer leave to give back to the community 
  • 18 weeks full pay parental leave, plus support for parents returning to work 
  • Wellness initiatives and an Employee Assistance Program 
  • Free on-site snacks and weekly lunch 
  • Great workspace with free parking 

We are committed to facilitating a barrier-free recruitment process and work environment. If you require any accommodations, we welcome you to let us know so we can work with you to participate fully in our recruitment experience.