At Acrolinx, we envision a world connected by amazing content that’s ready to make an impact. We help the world’s Fortune 2000 brands to create amazing content at massive scale — across writers, workflows, languages, and cultures. Built on an advanced Al engine, Acrolinx is the only software platform that can actually “read” your content and guide writers to make it better.

Acrolinx delivers award-winning linguistic software solutions to many of the largest and most innovative international companies. Chances are, you’ve read some text today that Acrolinx soft­ware helped to shape. Our customers rely on our AI to help create consistent and high-quality content on a global scale. Acrolinx helps some of the largest organizations write better content, faster, with the only Content Governance solution in the world. Whether it’s a company's content guidelines or tone of voice preferences, Acrolinx captures it all, and then guides all writers — in their preferred authoring environment — to produce consistent, strategically aligned content.

 

Your role

You’re responsible for all customer-facing support activities and team management, reporting within the function, and working with Support Operations to facilitate, maintain, and improve systems and processes.

  • You manage and scale a world-class global customer support organization, responsible for triage, assignment, and resolution of all inbound customer-generated support tickets across multiple time zones. 
  • You develop a high performing team through coaching and mentoring, by providing proactive feedback to Support Team Leads to ensure high-quality results in relation to defined metrics.
  • You develop and report Support team OKRs and operational metrics.
  • You review, develop, improve, and implement Support processes, policies, and activities with an eye to surfacing KPIs and metrics, improvement of workflows, and scaling of systems and teams.
  • You collaborate with multiple stakeholders and groups across the organization including: Customer Success, Consulting Services, Product Management, Cloud Platform and Linguistic Engineering, as well as Technical Account Management. 
  • You partner with management on budget requirements and on executing to established budgets.
  • You oversee, manage, and improve process and education around analysis and resolution of escalated customer and/or technical issues in a timely and effective manner.
  • You identify, develop, and support leaders and high performing team members.

 

Your Profile

  • You have a minimum of 5 years experience leading a global Support Organization or in a similar role, with managerial experience. 
  • With a customer focused mindset, you bring experience in customer support of SaaS solutions, expertise in managing support escalations, cross-departmental communication skill to influence changes in Product, and a proven ability to drive technical process improvements.
  • You have fantastic troubleshooting and analytical skills.
  • You have experience working in customer support or similar roles.
  • You’re proficient across multiple cloud-based application services.
  • Technical proficiency 
  • You’re a natural leader, and an innovative problem solver.
  • You’re both hands-on in supporting your team achieving their objectives and bring a strategic mindset to the table allowing you to create a mid- to long-term Customer Support Vision for our scaling business.
  • You’re an excellent communicator and are capable of leading a highly diverse, remote team. 
  • You’re sensitive to cultural differences, empathetic, and capable of creating a strong esprit de corps in your team. 
  • You’re skilled in coaching and managing your team through change in a high-growth environment. 

 

You can expect this working environment

  • A near flat, informal hierarchy and quick decision-making processes.
  • Support in getting up to speed.
  • Teammates of all ages and backgrounds.
  • A clear, concise company vision and mission together with a clearly defined set of company values.
  • You’ll join an international team of friendly, dynamic people who are passionate about their jobs.

 

At Acrolinx, we embrace diversity as a catalyst for change – in our global offices and in our supply chain. We believe that it makes us a better, more innovative company. 

We’re strengthening the talent at Acrolinx with a greater focus on diversity and inclusion. Acrolinx welcomes employees from diverse backgrounds such as language/linguistic ability, ethnicity, nationality, sex, sexual orientation, gender identity and expression, class, religion, disability, age, military status, visa status, economic status, and geographic location. 

Acrolinx also acknowledges that diversity cannot exist without inclusion and accessibility, and we commit to growth in all areas. 

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