Global Director of Customer Support (Remote)

Company Description

M3 is the global leader in digital solutions in healthcare. We work with a range of sectors including healthcare, life sciences, pharmaceuticals, biotechnology and charities; services provided to these sectors include market research, medical education programs, promotional programs, clinical development, job recruitment and clinic appointment services. M3 has grown by more than 20% year-on-year for the past 15 years, achieving over 1 billion dollars in revenue annually.

Founded in 2000, with start-up investment capital from Sony, M3’s mission is to make use of the internet to increase, as much as possible, the number of people who can live longer and healthier lives, and to reduce, as much as possible, the amount of unnecessary medical costs. Key achievements of M3 Inc. include:

  • Named in Fortune’s 2020 ‘Future 50’ list, ahead of Facebook and Amazon
  • Ranked in Forbes’ 2020 Global 2000 list of the world’s largest public companies
  • M3 is the only company incorporated after the year 2000 to be included in the Nikkei 225 Index
  • Listed in Forbes’ ‘Asia’s 200 Best Over a Billion’ in 2019
  • In 2020 M3 founded the ‘M3: Stop COVID-19 Fund’ and pledged one billion yen to support COVID-19 related initiatives

M3’s legacy lies in the power of trusted physician platforms. Around the world, M3 organizations leverage these highly engaged digital communities to deliver medical education, job placement, and market research, to improve global patient outcomes.

Due to our continued growth, we are hiring for a Global Director of Customer Support with M3 Global Research

Job Description

The Global Director of Customer Support is a seasoned and dynamic professional with a proven track record of global leadership in managing offshore support teams. In this pivotal role, you will guarantee an efficient customer support experience for our valued respondents globally. Leveraging expertise in automation and the implementation of streamlined processes, the Global Director of Customer Support will be at the forefront of delivering unparalleled service excellence across diverse markets.

Duties and Responsibilities:

  1. Leadership and Team Management:
    • Lead and manage a global offshore customer service team, fostering a collaborative, high-performance culture.
    • Develop and implement strategies to optimize team productivity, efficiency, and effectiveness.
    • Provide mentorship and guidance to team members, promoting continuous learning and professional development.
  2. Customer Support Operations:
    • Oversee the day-to-day operations of the customer support function, ensuring timely and effective resolution of respondent inquiries and issues.
    • Utilize Zendesk or similar platforms to manage ticket support efficiently and drive continuous improvement in support processes.
    • Establish key performance indicators (KPIs) and regularly assess team performance against benchmarks.
  3. Cross-Cultural Communication:
    • Navigate and bridge communication gaps across multiple languages, ensuring consistent and high-quality customer support globally.
    • Work closely with regional teams to understand local respondent needs and tailor support strategies accordingly.
  4. Automation Integration:
    • Develop and implement automation strategies to enhance customer support efficiency.
    • Collaborate with technology teams to integrate automation tools seamlessly into the customer support workflow.
  5. Customer Team Culture:
    • Develop and promote a customer-centric culture within the support team, emphasizing empathy and a proactive approach to customer satisfaction.
    • Implement training programs to enhance team members' customer service skills and product knowledge.

Qualifications

  • Bachelor's degree in business administration, marketing, or a related field; advanced degree preferred.
  • Proven experience (minimum seven years) in leading a global offshore customer service team in a similar industry, focusing on market research panels or healthcare.
  • In-depth knowledge of Zendesk or comparable customer support platforms.
  • Demonstrated success in implementing and managing automation solutions for customer support.
  • Strong cross-cultural communication skills, with the ability to work effectively with diverse teams and customers.
  • Excellent leadership and people management skills.
  • Strategic thinking and problem-solving abilities.

Additional Information

Benefits:

A career opportunity with M3USA offers competitive wages, and benefits such as:

  • Health and Dental
  • Life, Accident and Disability Insurance
  • Prescription Plan
  • Flexible Spending Account
  • 401k Plan and Match
  • Paid Holidays and Vacation
  • Sick Days and Personal Day

*M3 reserves the right to change this job description to meet the business needs of the organization

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