Director Customer Support

Join our family at Pricefx, a leading SaaS Pricing (Price Optimization & Management) and CPQ (Configure-Price-Quote) vendor. Experiencing consistent annual growth, Pricefx remains committed to stable employment. We value flexibility and provide home office and remote work opportunities. Our product boasts outstanding customer reviews ranging from small companies to renowned names such as Michelin, Sonoco, Danone, Avery Dennison, and Bosch.

With branches in 7 countries and over 30 nationalities, Pricefx is a genuinely international and diverse company, fostering a warm, welcoming, and respectful environment. Join us at Pricefx and be part of a winning team that values your unique contributions, encourages accountability and personal growth, and celebrates collective achievements.

Pricefx Customer Support

Pricefx Customer Support provides complex Application and hosting infrastructure support to our Customers, Partners and internal teams such as Engineering, Sales & Demo teams and Training.

The Engineers in the team master the whole stack from Kubernetes or Bare Metal infrastructure to triaging and solving issues embedded in individual customers pricing solutions by understanding the unique use case and working out from there.

The teamwork with technologies such as Linux, Java, Groovy, AWS, GCP, multiple variants of Postgres and many more.

The team works in a follow the sun model with locations in the Czech Republic, United States and Australia. The team is expected to grow beyond 40 specialists and managers during 2024.

Your Mission?

Your mission is to provide vision, leadership, and guidance to global Customer Support to provide our customers with world class Support experience. In this role you will coach and mentor to ensure an energized, motivating work environment and desired business outcomes are achieved; create new processes and offerings for strategic enterprise-sized customers

You will be in charge of...

• Evolve our Customer Support strategy according to ever-changing needs and company growth and in line with Pricefx goals and objectives
• Develop and commercialize premium offerings and services structure capable of servicing large enterprise accounts and their special needs profitably
• Scale our Support Team to meet the requirements of our new top tier Enterprise customers as we penetrate the Fortune 500 segment
• Lead and support the development and personal growth of your team members
• Develop team leaders and support them in recruitment and management efforts to attract and retain top talent and foster a high-performance culture within the team.
• Monitor, manage and optimize performance of Support and TechOps teams and regularly provide feedback, take initiatives to improve performance, processes, best practices, service definitions, etc. to further advance your results
• As a Senior Pricefx Leader, you will be asked to serve as Incident Manager for complex, severe, or urgent issues, ensuring timely resolution and customer/stakeholder involvement
• Proactively identify and address recurring root cause issues to improve overall customer satisfaction and operational efficiency
• Establish and document best practices for solution delivery, ensuring consistency and quality across the team. Coordinate and oversee strategic initiatives, driving innovation and continuous improvement within the department
• Increase and improve the already high standards to allow for assurance of customers’ business continuity and improved SLAs
• Create processes to improve the effectiveness and efficiency of Support and TechOps teams and their collaboration with other departments at the company

What should you have to succeed?

To achieve all this, you need to be patient yet proactive, gracious yet confident, independent yet cooperative…but mainly eager for challenges because both your soft skills and technical knowledge will be truly needed in your role!

• Minimum 10 years experience in a relevant position
• Possesses a strong executive presence and leadership ability, with communication, people management interpersonal skills that inspire and motivate leaders and teams.
• Problem-solving skills, independent thinking, ability to independently execute a plan, and multitasking.
• Excellent organizational skills and strong attention to detail.
• Professional level verbal and written communication skills; ability to interact professionally both internally and externally.
• Ability to appropriately balance and address client demands and company needs.
• Strong Consulting skills and proven results working as a trusted advisor to drive business value for clients or stakeholders.
• Self-motivated, team-oriented, very responsible, and focused on exceeding client expectations.
• Fluent in English
• Proven experience with:
  • Leading a globally dispersed 3rd level Technical Support and TechOps team
  • Enterprise software implementation projects
  • Pricing, commercial, and/or finance experience
  • Defining and executing Customer Support Strategy

Location

• Prague, Czech Republic

Other job specifics…

• Full-time employment (permanent contract)
• Occasional travel
• Applicants need to have permission to live and work in the Czech Republic (we do not provide any assistance with work permit transcripts)

What will you love about us?

Our employees appreciate the warm and friendly atmosphere, as well as the flexibility and growth opportunities we provide. Check out our Glassdoor & Atmoskop scores and reviews.

We will support your home office setup with a monthly IT allowance. We prioritize work-life balance and, in addition to vacation, offer work anniversary, birthday, and CSR days off. Building a sense of community is important. We organize regular virtual or in-person meetups and many social activities and challenges.

We’re proud also to offer some amazing benefits.

• We will allow you to bring your own working equipment by providing an option of a monthly allowance (3825 CZK Net) instead of pre-selected working tools (laptop and cell phone)
• We provide 1750 CZK in Benefit points, which can be used for culture, travel, or sports (Multisport card)
• 25 days off, 3 sick days, 2 CSR days, and 1 additional day off during your birthday month
• Our offices are exceptional in look and atmosphere, but you can also work from home or in a park
• A great work-life balance, where you can work full-time on a flexible schedule

By applying, I confirm that I acknowledge and understand how Pricefx processes my personal data as per information in GDPR for Candidates.