Global Director of Customer Support

Company Description

About M3 Inc:

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 organisations leverage these highly engaged digital communities to deliver medical education, job placement, and market research, to improve global patient outcomes.

Business Unit Mission:

M3 Global Research, part of M3 Inc., provides the most comprehensive and highest quality market research recruitment and support services available to the industry with relationships reaching respondents in more than 70 countries worldwide.

M3 Global Research maintains ISO 26362 and 27001 certifications with the highest quality data collection and project management capabilities that cover the spectrum of quantitative and qualitative techniques utilized today. M3 services incorporate all of the most advanced statistical and attitudinal methodologies allowing clients to provide world-class offerings and support services to their end-client customers throughout multiple industry sectors.

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: 

  • 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.

  • 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. 

  • 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. 

  • Develop and implement automation strategies to enhance customer support efficiency. 

  • Collaborate with technology teams to integrate automation tools seamlessly into the customer support workflow. 

  • 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

Experience, skills, and 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

Employee Benefits:

  • 25 days annual leave
  • Participation in a company bonus scheme linked to personal and company performance
  • Group Life Cover 4x salary
  • Pension 4%/4% employee/employer contributions
  • Vitality after probation
  • Staff discount scheme
  • Discounted gym membership​