Global Support Services Director

3 weeks ago


New York, New York, United States FutureRecruitNet Full time

FutureRecruitNet is seeking an exceptional Global Application Support Manager to join our team.

About the Role

This senior leadership position plays a crucial role in ensuring industry-leading front-line support for our global client base. As Global Application Support Manager, you will lead and grow a global team of support experts while creating a service management framework that meets the unique geographical, operational, and service delivery challenges of FutureRecruitNet.

The ideal candidate will have experience supporting commercial EMS, OMS, PMS, Risk, and/or Accounting systems, as well as knowledge of financial markets instruments. They will be able to maintain ultimate responsibility for all customer support flow, providing white glove service through timely and effective intake, management, and resolution of all customer queries.

We estimate the salary for this role to be around $120,000 per year, based on market rates and the level of expertise required.

Key Responsibilities
  • Maintain ultimate responsibility for all customer support flow, providing white glove service through timely and effective intake, management, and resolution of all customer queries.
  • Lead, manage, and expand a global team of dedicated support staff located across the globe.
  • Develop and execute a strategy to scale and optimize the current support model to accommodate a rapidly growing, diverse client base across several continents.
  • Drive change and lead continuous service improvement initiatives to enhance the client experience, utilizing international industry standards and best practices.
  • Support, advise, and mentor direct reports as they each establish and drive new levels of performance and client satisfaction.
Requirements

To succeed in this role, you will need:

  • Bachelor's Degree in IT, Computer Science, Engineering, or a related technical field.
  • 5+ years experience leading technical customer support in a fast moving environment with a global presence, preferably in a Financial Services setting.
  • Excellent problem solving skills with a strong, proactive solution mindset.
  • Capable of setting strategic direction and encouraging others to deliver results to achieve that strategy.
  • Adept at managing multiple projects/initiatives (strong attention to detail and the ability to handle several tasks simultaneously).
Benefits

As a member of our team, you can expect:

  • A competitive salary and benefits package.
  • Opportunities for professional growth and development.
  • A dynamic and supportive work environment.


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