Auckland City, AucklandWe develop and distribute disruptive technology that innovates, automates, and changes the Veterinary market globally. Our customers book ten million+ patient appointments per year, vaccinate over seven thousand patients per day, request an array of diagnostic tests every 28.85 seconds and transact more than two and a half billion dollars through our software annually. To successfully handle such volume and frequency you need a world class engine and that's just what we've built. 130+ and counting great humans focused on one common goal; help vets be vets through efficient workflows and practice management.Headquartered in Auckland ( ***** )with offices in London ( ***** !3m1!4b1!4m5!3m4!1s0x48760f64d1ac2b9d:0xb6b07ba30ddaf385!8m2!3d51.461579!4d-0.1964773) and Dallas ( ***** ), we're a company of high performers who are focused on delivering excellent outcomes for our customers.Our global Support team has really leveled up in a big way the past 12 months under the guidance of our current leader. Due to their relocation we need a Global Head of Support that can step in with the skills and expertise in their toolbox to ensure we continue the great work that's been done, helping us scale safely making our vision a reality. Our vision for you is to further develop a world class 24/7 Support operation through proactive monitoring and maintenance of ezyVet's deployed software, delivering amazing customer experiences when help is needed while also developing the careers and consistent performance of our amazing Support Specialists.In short what's your mission?Proactively develop global team, structure, performance and career potential within SupportLead and uphold high quality, timely customer service outcomes for ezyVet customersPlan and execute on strategic Support initiatives that will make a positive impact for our customers, partners, employees and/or our ezyVet businessAssess and deliver improvements to current business processes, methods and policiesEvolve appropriate KPIs that will drive the Support operation forward to consistently meet and exceed key Support milestonesDevise better tools to monitor aspects like ticket volumes and response rate when action as requiredSupport, coach and mentor our Support leaders so that our Support teams are engaged and high performing, and we are proving consistently outstanding customer serviceRecruit and onboard new employees, assisting People & Culture to drive better business outcomesRepresent our global Support function internally and externally, communicating with key stakeholders on various Support matters, board reporting and other ad hoc requestsAssist with and represent the on-going development of the ezyVet company culture and experience, helping the team be happy and engaged. In collaboration with others across the business, safely scale the ezyVet Global Support capabilitySome of the tools that will make you successful:Bachelor's degree preferred or equivalent experience4+ years of relevant experience leading a Support team for SaaS based productsA desire to quickly come up to speed with the complex veterinary industry and wide feature set offered by ezyVetExcellent customer service experience and ethicsStrong and clear communication (both written and verbal) with employees and customers, including careful management of expectationsStrong organisational skills with high attention to detailSelf motivation, enthusiasm and drive to deliver amazing resultsAbility to operate calmly in a fast paced and dynamic environmentPerforming a range of tasks under competing demands and deadlinesLives our values, especially integrity and collaborationHave the ability to play a long term game and endure that visionDesirable - expertise with agile practices such as backlog refinement, story mapping, stand ups & and retrospectivesDesirable - understand of practice management in a healthcare or veterinary settingezyVet has quickly become one of New Zealand's successful export stories generating 95% of our revenue offshore with 75% coming out of North America. We've focused on growth to cater to the constant demand for our product and in 3 short years we've gone from 23 to 130+ employees across three global offices. All that growth is pretty neat but now our focus is on being efficient with what we've created. This role is not an easy gig, you'll have a special type of resilience in you to get things done and make the machine hum. We've got plenty of good challenges ahead so if you're keen to get on the bus of this incredible journey, then we'd love to hear from you.Reap the rewards of a fast-growing, global company and achieve more than you ever thought possible.
