Director, Global Customer Support

Job Description

Director, Global Customer Support

Bangalore, India

The Opportunity: 

Anthology delivers education and technology solutions so that students can reach their full potential and learning institutions thrive. Our mission is to empower educators and institutions with meaningful innovation that’s simple and intelligent, inspiring student success and institutional growth.

The Power of Together is built on having a diverse and inclusive workforce. We are committed to making diversity, inclusion, and belonging a foundational part of our hiring practices and who we are as a company.

For more information about Anthology and our career opportunities, please visit www.anthology.com. 

Reporting to the Senior Director, Global Customer Support, this position is responsible for the quality of support of the assigned Support Analysts, Tier 1 and Tier 2 Support personnel. This position is responsible for partnering with other leaders to drive customer success leading to improved renewal/referral rates. This position requires a leader who is devoted to delighting customers and developing their teams leading to a culture of highly engaged professionals.

Primary responsibilities will include:

• Leading the assigned support teams who support customers using all Anthology products, globally
• Directing, leading, and coaching front-line managers
• Partnering with peers across Global Support, allowing teams to build our Anthology Global Support Experience into a competitive advantage
• Partnering and leading escalated customer engagements, using empathy, business acumen, and being an advocate for the customer needs and concerns
• Using a Team ONE approach to leadership, putting the needs of the entire Global Support organization and our respective customer base above all other targets
• Communicating effectively across all levels of an organization, effectively breaking down company strategy for a front-line employee while also being able to effectively influence a CEO
• Building very strong interpersonal relationships with peers, employees, and all stakeholders relevant to the success of Anthology, our customers, and students of higher education
• Hiring, developing, and retaining talent
• Helping build a best-in-class Career Development Program that allows our employees not only to grow but to see the connection of their work to the impact it has on our customers’ lives

The Candidate:

Required skills/qualifications:

• Bachelor’s Degree with at least 10 years in the Customer Support business, with at least 5 years leading leaders
• Exceptional customer focus with an ability to understand customer need
• Ability to work cross functionally across Global Support teams, product teams, and other teams that are devoted to the customer’s success
• Proven track record of leading teams that truly want to deliver a great experience for customers with every single interaction
• Proven track record of developing managers into leaders
• Complex problem solving with an ability to deliver in a highly competitive environment
• Capability to manage multiple priorities, gaining cooperation while driving accountability
• Fluency in written and spoken English

Preferred skills/qualifications:

• Knowledge of the Ed Tech space

This job description is not designed to contain a comprehensive listing of activities, duties, or responsibilities that are required. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities at any time.

Anthology is an equal employment opportunity/affirmative action employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, gender identity/expression, protected military/veteran status, or any other legally protected factor.