Global Head of Support

Reward Gateway, together with Edenred, is a global market leader in benefits and employee engagement. We help our clients and their leaders to transform employee experience that will attract, engage, and retain top talent through employee benefits, strategic reward and recognition, well-being, and much more.

With our shared missions of ‘Making the World a Better Place to Work’ and ‘Enriching connections, For good’. You will contribute to improving employee engagement and building better, stronger, and more resilient organisations to improve people’s daily lives. Our shared mission guides our every action and charts a sustainable path to a better future.

An opportunity has become available for an experienced Global Head of Support who will inspire and empower managers and teams to elevate performance initiatives to enhance the customer experience across various regions. In this role, you will focus on operations scalability and continuous improvement in line with RGER’s growth strategy.

Please note: This role will require presence in the Plovdiv Office for at least two days per week.

Key Responsibilities

Strategic Leadership:

• Develop and implement a functional support model that aligns with the company’s strategic objectives while effectively addressing client needs
• Drive transformation initiatives to scale Support operations and enhance customer experience across regions
• Manage the global support budget, optimizing resources to drive efficiency and cost-effectiveness

Client-Centric Operations:

• Establish customer support SLAs, KPIs, and performance standards to ensure timely, high-quality support
• Implement a solid system for real-time monitoring and reporting on support performance, escalations, and issue resolution
• Lead customer feedback initiatives to understand satisfaction drivers and guide ongoing improvements

Client Engagement and Relationship Management:

• Act as a point of contact for important customer concerns, ensuring timely resolution and customer happiness.
• Collaborate closely with Implementation, Retail, Product, Engineering, and Client Success teams to address client needs, identify trends, and drive cross-functional improvements

Continuous Improvement and Innovation:

• Continuously analyse support workflows and tools to identify and implement process improvements, automation opportunities, and training enhancements
• Identify, evaluate, and implement new support technologies (e.g., AI-powered support, self-service platforms) and work with the Business Systems Support team to enhance service quality and operational efficiency
• Drive a continuous improvement mindset, using end-user and client feedback, data analysis, and industry trends to evolve support practices

Leadership and Team Development:

• Build and lead a high-performing Support department, fostering a culture of client-first, innovation, and accountability
• Oversee recruiting, onboarding, and training processes for the support team, ensuring strong expertise
• Mentor and develop leaders within the Support organization and foster professional growth

Experience and skills required:

• 10+ years of experience in customer support, of which at least 5 years in a senior leadership role managing global support operations
• A relevant business degree will be highly advantageous
• Strong mentoring and team development skills with proven success in leading high-performance teams
• Demonstrated success in developing and implementing support models and transformation initiatives
• Strong strategic thinking and leadership skills
• Excellent analytical and problem-solving abilities
• Excellent communication skills with the ability to collaborate effectively with cross-functional teams
• Experience in using support technologies, including AI-powered support and self-service platforms
• Strong planning and organisational skills to support working in a fast-paced, dynamic environment
• Familiarity with support tools and systems for real-time monitoring and reporting
• Knowledge of industry trends and best practices in customer support
• Strong understanding of customer support metrics, including SLAs, KPIs, NPS, and CSAT
• Proven experience and the ability to drive continuous improvement and innovation in support processes

The Interview Process:

• Online interview with the Senior Talent Partner and HR Business Partner
• Assessment Task
• Final stage interview with the Operations Director and the Business Development Director

At Reward Gateway, we are committed to ensuring an inclusive and accessible recruitment process for all candidates. If you have any specific requirements or need reasonable adjustments at any stage of the recruitment journey, please let your Talent Acquisition Partner know. Your needs are important to us, and we want to ensure an equitable experience for every candidate.

Be comfortable. Be you.

At Reward Gateway, we want all employees to feel comfortable bringing their passion, creativity, and individuality to work. We value all cultures, backgrounds, and experiences, as we truly believe that diversity drives innovation. Express yourself, join our community, and help us Make the World a Better Place to Work.

We hire BETTER.

From perks to people, our BETTER approach to hiring earns us more trust, happier people and more world-class talent that help us to make the world a better place to work. 

About Reward Gateway

Reward Gateway is culture and client driven. We’re obsessed with putting the “Human” in HR and are proud to have been 100% dedicated to HR for over a decade. Since 2007, we’ve been right by the side of the world’s most innovative HR people, giving them beautiful products and tools they can use to attract, engage and retain their people.

The world’s most successful companies treat their people differently. They generate stock market returns of twice their peers and they have half the employee turnover. 76% of CEOs recognize that employee engagement is vital to their success but only 24% say they have a highly engaged company. Bridging that engagement gap is what drives us.