Job Description

About Wonders Wonders is an end-to-end digital operating platform for independent restaurants, from handling phone orders to payment processing to marketing promotions. Our mission is to build products that delight restaurant operators and offload the operational burden of running a restaurant. Headquartered in New York, with main offices across Malaysia, Philippines, and China, our 1000+ employees foster a global work environment rich in diversity, collaboration, and growth. Our metrics are also strong - join a rocketship!

• Wonders has achieved significant growth over the past two years, growing annual recurring revenue by almost 4x and quadrupling our customer base of mom and pop restaurants.
• Wonders has maintained profitability for 8+ years and continues to do so even with strong growth.

The Opportunity Wonders is looking for a Director of Global Client Service Support to lead and scale our growing customer support function in Kuala Lumpur, Malaysia and Malina, Philippines. As the leader of Customer Support (we call Client Service Support), you will oversee the people, team and operational performance of the department and identify opportunities for continuous improvements of our customer support experience. Responsibilities

• Build a Customer Service organization that delivers best in the world support for our restaurant clients through optimizing support systems, training, and standards
• Own hiring, training and provide effective feedback to direct reports to help drive top performance and support career development.
• Define, execute, and deliver on KPIs & OKRs related to response time, resolution time, customer satisfaction, support goals, and overall team outcomes.
• Design, lead and execute strategic initiatives that drive improvements in customer experience - scaling support operations, launching new support channels, and executing programs that drive customer satisfaction and reduce churn
• Responsible for short and long-term capacity management, including volume forecasting, capacity management, and workforce strategy
• Partner with Revenue, Product, and Engineering leadership to continuously improve our products and services and deliver value for our customers
• Own the efficiency and quality balance of the CS operations
• Evaluate and optimize our tools and tech stack to drive efficiencies in our support operations as we scale, without sacrificing a high-touch client experience
• Incorporate cost considerations to help maximize our investments in people

Desired outcomes in your first year

• Scale Malaysia-based support team to ~100 people (to ~200 at year 2) with monthly employee retention rate at 97%
• Create, measure, and monitor KPIs within 2 months and achieve set KPIs & OKRs within 6 months
• Ensure full adoption of Salesforce Service Cloud on the Client Service Support team
• Ensure Malaysia site and entity is fully set up with established operational rhythm
• By the end of year 1, the director can go on a 2-week vacation with minimum impact on the customer service function.

Requirements

• 10+ years of experience in B2B SaaS customer support functions, including 5+ years of management experience, including managing managers
• Experience scaling a team in a fast-paced and growing environment.
• Demonstrable coaching skills to empower teams, with both direct and dotted reporting
• Experience working with dynamic small businesses (as customers) and developing strategies to scale services and support
• A strong operational focus to build a scaled operating model with people, tools, systems & process improvements to drive efficiency and effectiveness across customer lifecycle
• Experience defining and executing on customer support KPIs & OKRs, including client satisfaction, response time, and team productivity metrics.
• You\'ve built several solutions from the ground up and have taken ideas from zero to one
• Experience with implementing CRM (e.g. Salesforce Service Cloud) and other customer service tools/systems to optimize and automate workflows
• Excellent communication and documentation skills
• Understands the importance and is effective in writing comprehensive strategies, decision/training documents, etc.
• Skilled and comfortable at engaging and communicating with senior executives, influencing without authority, and managing large cross-functional stakeholders

Qualities that will make you successful in this role:

• Executioner, Go-getter, Startup mentality
• Problem solving mindset with a curious mind
• You use data to drive strategy, decisions, and outcomes
• Ability to work independently with minimal direction, while also functioning and contributing as part of a team spread geographically
• Understanding and respect multi-cultural and multi-country work environment
• Organized, detail-orientation, and accuracy of deliverables by you and your teams
• Dependable leader - deliver consistent performance day in, day out
• Exercise transparency and integrity in communication and management

Bonus points

• Bilingual in English and Mandarin Chinese
• Experience managing a global, multi-location support function
• Prior experience as a country head OR owner/manager of P&L & budget

Benefits

• A chance to build career with a fast growing, venture-backed global SaaS tech company
• Competitive compensation package, including performance-based bonuses
• Comprehensive Medical, Dental and Vision Coverage
• Generous paid time off and flexible sick leave
• Additional employee benefits include but not limited to: commuter/car-park, wellness & gym, and professional development allowance