Director - Customer Support

About Us

nShift is the leading global provider of cloud delivery management solutions (SaaS), we enable the frictionless shipment and return of almost one billion shipments across 190 countries each year. We are headquartered in London and Oslo and have over 500 employees across offices in Sweden, Finland, Norway, Denmark, the United Kingdom, Poland, the Netherlands, Belgium, and Romania.

Our software is used by many of the world leading e-commerce, retail, manufacturing, and 3PL shippers due to us having over 1000 carriers integrated into our platform, nearly 3 times more than our competitors

If you buy goods online, there is a strong chance that nShift has powered that delivery, so come and join us as we shape the future of shipping, one frictionless journey at a time.

Purpose of the role and overall responsibility:

The Director of Support Delivery will lead nShift's multi-national frontline support organization, spanning Denmark, Norway, Sweden, Finland, the UK, and Romania. This senior leadership role is responsible for ensuring world-class customer support by driving operational excellence, maintaining high-quality standards, and fostering a culture of collaboration and continuous improvement.

The ideal candidate will be a results-driven leader with a proven track record in SaaS support organizations, capable of balancing business objectives with customer satisfaction.

The key areas of responsibility include:

Customer Support Leadership

• Oversee day-to-day support operations across all regional teams, ensuring consistent, high-quality service delivery.
• Establish and maintain a customer-first culture that prioritizes responsiveness, empathy, and effective problem-solving.
• Own key performance indicators (KPIs) including customer satisfaction (CSAT), Net Promoter Score (NPS), response and resolution times, and cost efficiency.

Operational Excellence

• Develop and implement scalable support processes, tools, and technologies to improve productivity and efficiency.
• Ensure consistent adherence to global support standards while respecting regional nuances.
• Monitor, analyze, and report on performance metrics, driving accountability and continuous improvement.

Team Development & Engagement

• Lead, mentor, and develop a geographically dispersed team of managers and frontline support staff.
• Drive employee satisfaction and engagement through strong leadership, professional growth opportunities, and recognition programs.
• Foster a culture of collaboration across regions, ensuring alignment and knowledge sharing.

Quality & Continuous Improvement

• Ensure high-quality interactions with customers by implementing effective quality assurance programs.
• Partner with Product, Engineering, and Customer Management teams to drive issue resolution and product improvements.
• Identify recurring issues and establish root cause elimination processes.

Strategic Contribution

• Translate company strategy into actionable support delivery plans.
• Align support delivery with nShift's broader customer experience and success initiatives.
• Contribute to budget planning, resource allocation, and long-term operational strategy.

Key Performance Areas (KPA's):

• Cost Attainment & Productivity: Achieve budgeted support delivery costs while increasing efficiency and automation.
• Quality: Maintain and improve quality standards in customer interactions.
• Employee Satisfaction: Drive high engagement and retention across the support organization.
• Customer Experience: Deliver measurable improvements in CSAT, NPS, and customer retention.
• Operational Metrics: Meet or exceed SLA and KPI targets for responsiveness and resolution.

Qualifications and experience:

• 10+ years of experience in customer support/service delivery, with at least 5 in a leadership role within a SaaS or technology company.
• Proven success managing distributed, multicultural teams across multiple regions.
• Strong understanding of support operations, including case management, workforce management, and support tooling.
• Experience balancing cost efficiency with quality and customer satisfaction.
• Exceptional leadership, communication, and stakeholder management skills.
• Analytical mindset with a focus on data-driven decision-making.

What we offer:

• A leadership role in a fast-growing, international SaaS business.
• Opportunity to shape and scale a world-class support delivery function.
• Collaborative, inclusive, and innovative work environment.
• Competitive compensation and benefits package.

--- Please ensure you upload your CV in English ---

At nShift we believe in embracing diversity in all forms and fostering an inclusive environment for everyone, which we believe is essential for our continued success. We're an equal-opportunity employer, which means that all applicants will receive consideration for employment without regard to ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity, or disability status.

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