Director Of Support (Global Impact) Milano

Director Of Support (Global Impact)
Milano
Lombardia, Milano

Ready to be our next BlueRock-er? Let us whisper that beyond outstanding skills and expertise, we take pride in our values that lie within BLUEROCK:

- ** B**ottom-up approach : we encourage various ideas and opinions at all levels, which can bring the "Aha! moment" to the table.

- ** L**aughter: sharing funny stories or making jokes with each other is in our DNA.

- ** U**pbeat: together we spread positive vibes to our working environment.

- ** E**nthusiastic: we find the language of love and passion in what we are doing.

- ** R**esult-oriented: we manage to define the most effective path to achieve our goals.

- ** O**wnership: taking ownership is our favorite. We are trusted every step of the way.

- ** C**hallenges fearless: our approach to challenges is remarkable. We fight without fear!

- ** K**nowledgeable: we are always thirsty for knowledge and constantly invest in our expertise.

**BlueRock TMS- Smarter all the way

BlueRock TMS is a leading provider of transportation management solutions, dedicated to delivering top-tier customer experiences and innovative solutions. We are excited with the expansion of our operations with a new support hub in Milan, Italy. We are searching for a dynamic and experienced Director of Global Support to establish and manage the Support teams in our regional office in Milan. This pivotal role will oversee the development of support processes globally (whether based in Milan or in other regions, for instance Toronto for North-America), ensure responsive and knowledgeable customer service, manage platform monitoring, and facilitate communication during critical events. The Director will also be vital in supporting certification and auditing processes.

**Going the extra miles is the mindset embedded in our DNA.

As a BlueRock-er, your benefits will include but not limited to:

- Company devices (Macbook)

- Employee Participation Plan

- Employee Referral Program

- Commuting allowance

- Lunch meal voucher each day of attendance at our Milan offie

- Opportunities to take initiative and gain hands-on experience. Our motto: You learn by doing

- A vibrant international working environment

- Broaden your working experience in Europe, North America, and the Middle East.

By having bottom-up responsibilities and self-development opportunities, you will aim for significant impact and also maximise your potential. You will find yourself comfortable in our international team with high spirits working in a result-oriented and challenging environment. Last but not least, you will also have fun and more flavours are waiting for you to enjoy as part of the Bluerock TMS team!

**How you will pave the way of your future with BlueRock

How you can make an impact:

**Support Operations**:

- Build and lead a high-performing support team, including recruitment, training, and development.

- Develop and implement support processes to ensure a quick and effective response to customer inquiries.

- Ensure support agents are educated in handling stressed customers and are knowledgeable about the product and IT infrastructure (AWS and cloud-prem).

- Oversee the execution of more straightforward platform adjustments, such as JSON configurations and OpenL business rules.

- Act as the first line of defense, managing escalations and resolving complex issues.

**Platform Monitoring and Management**:

- Monitor the platform for outages, availability issues, and performance drops, ensuring timely communication and mitigation planning.

- Manage and execute all communication during incidents, coordinating with DevOps and other relevant teams.

- Facilitate communication, testing, and education for new releases and updates.

**Certification and Auditing**:

- Support the organization in achieving and maintaining ISO/SOC2 or similar certifications.

- Oversee auditing processes and ensure compliance with industry standards.

**Strategic Integration and Scaling**:

- Play a crucial role in the organic scaling of BlueRock TMS by ensuring high-quality support and customer satisfaction.

- Facilitate the integration of support functions during potential acquisitions, ensuring seamless transitions and continuity of service.

**Success Metrics**:

- Time to Respond: Measure and improve the average time to respond to customer inquiries.

- Time to Resolve: Track and reduce the time to resolve customer issues.

- Availability of Platform: Ensure high availability and performance of the platform.

- Number of Escalations: Monitor and minimize the number of escalations to higher-level support or other departments.

**Our hiring process

- 30 minute Join a 30 minute video call in the Introduction Interview

- Create a win-win: learn more about each other from multiple interviews

- Receive our job offer and prepare for your exciting journey with BlueRock TMS!

- BlueRock TMS is an equal opportunities employer. We take pride in our diverse workforce and inclusive workplace. Within a small team of open-minded talents, we e