ABOUT MEDIUS

Medius is a Swedish origin company & a leading global provider of cloud-based SaaS spend management solutions, helping organizations drive their business forward by enabling best-in-class process efficiency, cost-savings, and greater financial control.
Spend management doesn’t ring a bell? This term describes the process from placing an order through its delivery, verification, invoicing to its payment. Our products help companies at every step of the purchasing process, increasing their security and speeding it up. We use the latest advances in artificial intelligence (AI) and machine learning to automatically capture and process invoices.
If you are seeking a stimulating environment characterized by unparalleled momentum and rapid growth, look no further. Join us as we lead the charge in reshaping the future of spend management, setting new standards of excellence, and driving impactful change across industries.
For more info: www.medius.com

ABOUT THE ROLE:

As the Global VP of Customer Support, you will lead and optimize a high-performing, geographically distributed support team across the US, UK, Sweden, Poland, and Tunisia. You will be responsible for designing and executing a scalable, data-driven support strategy that enhances customer satisfaction, improves operational efficiency, and fosters a proactive support culture. Your leadership will directly impact customer retention, brand reputation, and overall company success.

KEY RESPONSIBILITIES:

• Lead & Develop a World-Class Support Team: Manage, mentor, and scale a global team of support professionals across multiple regions and time zones.
• Drive Support Strategy & Operations: Develop and implement best-in-class support processes, ensuring high responsiveness, efficiency, and customer satisfaction.
• Customer Experience Excellence: Champion a customer-first mindset, ensuring support interactions are seamless, proactive, and aligned with customer needs.
• Optimize Support Metrics & KPIs: Define and monitor key support performance indicators (CSAT, NPS, first response time, resolution time, etc.), using data insights to continuously improve processes.
• Implement Scalable Support Technologies: Leverage AI, automation, and self-service tools to improve operational efficiency and customer experience.
• Cross-Functional Collaboration: Partner with Product, Engineering, Professional Services, Sales, and Customer Success teams to drive continuous improvement and enhance customer satisfaction.
• Crisis & Incident Management: Lead incident response protocols and escalation procedures, ensuring swift and effective resolution of critical issues.
• Global Support Alignment: Ensure consistent and standardized support delivery across all regions, balancing global strategies with localized customer needs.