Director Support + Office + IT (f/m)
Background and Mission
Ableton is looking for an experienced Director of Support offering support to customers and internally to co-workers within Ableton. This position will be based in Berlin, and report directly to our CFO/COO.
Our Customer Support Team provides first- and second-level support for more than one million Ableton users worldwide. Ableton’s Customer Support is the primary point of communication between our customers and various inhouse departments (such as Application and Web Development, Sales and Communications) and is directly accountable for the quality and delivery of service that can best help our customers. To achieve this, you will
- Eliminate support cases: Work together with other teams to help reduce the need for support in the first place.
- Provide self-service: Help build tools and maintain resources so users can help themselves.
- Deliver great service experiences: We treat the customer’s satisfaction as our highest goal, and act accordingly.
The position involves managing the customer experience through daily operational management, with the strategic leadership and vision to come up with and act upon new ways to improve on the customer experience.
Our Internal Support Team consists of our IT Team and our Office Team. Within the IT Team, you are responsible for high availability and security of our internal servers and excellent client support. You will also make sure that the Office Team takes good care of all its functions, including maintenance of our offices, internal hospitality, company events and our reception.
Your main challenge is to achieve the highest service quality in all your support teams, while at the same time controlling costs.
Responsibilities
- Develop and drive the overall direction, coordination, and evaluation of our external and internal support teams.
- Ensure the design and delivery of a worldclass customer experience in line with our company strategy.
- Carry out full people and performance management responsibilities in accordance with Ableton’s company goals and values, driving career development and team productivity.
- Provide leadership and coaching to up to five managers who will report to you directly. In total you are responsible for about 40 Ableton employees.
- Accountability for resource planning and recruiting staff.
- Develop best management practices and implementation of new procedures and services.
- In order to monitor and manage service levels, one of your goals is to build up a meaningful metrics/performance reporting.
Qualifications
- Degree from an engineering, operations, supply chain or a related field. An advanced degree in an analytical field would also be beneficial.
- Previous senior management responsibilities and proven performance track record at this level.
- Strong leadership presence and ability to inspire and motivate teams members across cultures.
- Demonstrated service mentality and the ability to think from a customer’s perspective.
- Proactive in resolution of operational issues and experience in escalation management.
- Able to work effectively and collaboratively in a team environment.
- Attention to details, data-driven and results focused.
- Excellent oral and written communication skills.
- Fluent in both written and spoken English.
- Ideally you are familiar with our customers and an Ableton Live user, or familiar with another music production software.
How to Apply
If you think this job might be right for you, please send your résumé to:
jobs@ableton.com
Please put "Director Support + Office + IT" in the subject line of your e-mail.
