Global Head Of Support

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Chez 360Learning, nous permettons aux équipes formation de booster la culture d'entreprise et de décupler les résultats grâce au

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Global Head of Support

Madrid

Full-Time

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About

Chez 360Learning, nous permettons aux équipes formation de booster la culture d'entreprise et de décupler les résultats grâce au Collaborative Learning . Notre plateforme LMS moderne intègre le pouvoir du collaboratif pour tirer parti de l'intelligence collective. Conçue pour les équipes Learning & Development d'aujourd’hui, notre suite de solutions simplifie l'intégration des nouveaux arrivants, la formation des équipes en mobilité et le développement du leadership.

Depuis notre création en 2013, plus de 2500 clients nous font confiance. Avec 240 millions de dollars levés et une équipe de 390 talents répartis entre Paris, Londres, Berlin, Barcelone et New York, nous continuons d’innover et de grandir ensemble.

Job Description

At 360Learning, support isn’t just about solving problems—it’s a central pillar of the customer experience. Our Support team ensures every customer interaction is fast, accurate, and low-effort, while our Technical Writing team builds and maintains the knowledge base that empowers both customers and internal teams to self-serve effectively.

As Global Head of Support , you’ll be responsible for leading a globally distributed team across EMEA and North America (14 support agents and 3 tech writers), and for scaling support in line with the company’s growth. You’ll own the global support strategy, optimize team structure and operations, and drive continuous improvement in the customer experience. You’ll also lead the rollout of AI-driven tools and automation, with the goal of increasing efficiency, reducing resolution time, and improving customer satisfaction.

Your role is cross-functional and highly visible : you’ll collaborate closely with Product, Engineering, Customer Success, and Enablement to resolve complex issues, surface insights, and help build a more seamless customer journey.

This is a strategic leadership role with the opportunity to make customer support a true differentiator for 360Learning.

Within 1 Month, You Will

Experience a comprehensive onboarding that includes an insight into our teams, culture, and product

Establish key metrics and reporting in Zendesk, Salesforce and the product

Within 3 Months, You Will

Analyze support metrics and KPIs to identify trends, address areas of concern, and challenge our 12 month to 3 year roadmap ensuring we are ahead of other top organization in our use of AI and method of support

Collaborate closely with cross-functional teams, including Product, Engineering, and Professional Services to provide technically sound, high quality comprehensive answers in language

Establish exceptional communication with our Customer Success team in Zendesk and escalating key customer issues for faster resolution

Within 6 Months, You Will

Execute the operational efficiencies identified in your six month plan with the buy in across functions and within your own team including methods of communication, tiers, AI, tool selection

Lead, mentor, and expand a team of support agents and technical writers, fostering a culture of excellence, accountability, and continuous learning.

Ensure the support team is equipped with the necessary training to provide top-notch service.

Within 12 Months, You Will

Reach the KPIs established to provide best in class customer education and support by integrating staff, resources and leveraging enterprise support and tech writer tools and AI enhancements.

The Skill Set

Proven experience in leading and scaling customer support and knowledge bases in a B2B SaaS dynamic environment.

Strong track record in improving customer satisfaction and support metrics

Technical acumen with a proven ability to investigate customer issues, and reporting in-depth and asynchronously

Excellent leadership and people management skills, with the ability to inspire and develop high-performing teams in a Convexity culture in a European and North American environment

Strategic data driven thinker with a customer-first mindset and a knack for problem-solving.

Experience with customer support technologies and platforms specifically Zendesk and SFDC Service Cloud

Fluent English (US / UK) / B2 level or equivalent (FR), with a nice to have German B2 level or equivalent

Enthusiasm for our working environment explained here : https : / / bit.ly / Convexity_360L

What we offer

Compensation : Package includes base salary and a variable component

Benefits : Work From Home allowance, social security, health insurance, unemployment insurance, common contingency, salary guarantee fund. Leave requests are subject to local policies.

Balance : Flexible hours, Total work from home possible anywhere in Spain

Diversity, Equity, and Inclusion : We have 6 active ERGs including Mental Health, Environmental / Sustainability, Women, Parents, LGBTQIA2S+, and Ethnic Diversity. Each group has at least one executive team member serving as a member of the group, bringing greater awareness to each group’s activities and providing a quick path to impact

Corporate Social Responsibility : Review our CSR Charter : 360learning.com / blog / corporate-social-responsibility-charter

Culture : A framework that will help you make an impact - envision our way of working and our Convexity Culture : https : / / bit.ly / Convexity_360L & find out more about the teams, product and processes https : / / bit.ly / 42H1ggC

Interview Process

Phone Screen with our recruiter

Discovery meeting with our Chief Operations Officer

Case study Meeting with our COO and an Ops Team Member

Clarification Meeting with our Chief People Officer

Clarification Meeting with our VP Engineering

Cultural Fit interview with our Chief Executive Officer

Ref Checks

Offer!

Who We Are

360Learning enables companies to upskill from within by turning their experts into champions for employee, customer, and partner growth. With our LMS for collaborative learning, Learning & Development teams can accelerate upskilling with the help of internal experts instead of slow top-down training. 360Learning is the easiest way to onboard and upskill employees, train customer-facing teams, and enable customers and partners–all from one place.

360Learning powers the future of work at 1,700 organizations. Founded in 2013, 360Learning has raised $240 million with 400+ team members across North America and EMEA.

Learning Includes Everyone.

In concert with our culture, 360Learning believes learning includes everyone and that means embracing the strengths of diversity, connectedness, and inclusion. Through conscientious efforts, our global footprint celebrates cultures, perspectives, and experiences from all over the world to support our platform that is built for all regardless of race, ethnicity, gender identity or expression, sexual orientation, religion, age, neurodiversity, disability status, citizenship, veteran status or any other aspect which makes an individual unique or protected by laws and regulations in the locations where we operate. Thus, 360Learning is proud to be an equal opportunity workplace, and we commit to continue this throughout our processes for recruitment, compensation, benefits, performance, promotion, and all other conditions and terms of employment. We want to learn from and with you!

Additional Information

Contract Type : Full-Time

Location : Madrid

Possible full remote

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