Director Second Line Product Support

  • Xero
  • Copenhagen, Denmark
  • Mar 21, 2024
Executive

Job Description

Planday from Xero is a leading digital solution that uncomplicates everyday scheduling and workforce management by making it easier for businesses and shift workers around the world to communicate, collaborate, and get work done.

Powered by a community of local industry experts, Planday provides a best-in-class digital platform that is easy to use, accurate, secure, and compliant with local needs and standards. From payroll and accounting to POS and reporting, its open API and tech ecosystem is scalable to fit shifting business needs and to build an engaged, flexible workforce.

Founded in 2004, Planday is headquartered in Copenhagen, Denmark and supports over 400,000 users across Europe, Australia and the US. Planday was acquired by Xero in 2021.

We're looking for a new colleague to join as a Director Second Line Product Support in our Product Support team.
Everyday our engineers design, develop, test, release, operate and measure the Planday product under the Agile philosophy, and in so doing, redefine the interaction between businesses and employees around the world.
Planday's Product Support team supports this global picture, and helps make it possible for organizations to use Planday as a platform that suits their unique needs and structures, and with their own APIs and systems environments.
As our new Director Second Line Product Support, you will be developing and implementing a strategic vision for the Second Line Product Support function, aligned with the company's overall growth goals.

 

You can expect to work with the following:

  • Build and lead a dynamic Second Line Product Support function:
- Grow and manage a team of 5-8 individuals responsible for providing exceptional support to users, fostering a thriving user community, and driving continuous product improvement.
- Track and measure key performance indicators (KPIs) to assess the effectiveness of the Second Line Product Support function and identify areas for optimization.
- Communicate your strategy and progress with the wider org and key stakeholders
  • Resolve escalated support cases: Manage escalated support cases from first-line teams, ensuring timely resolution and clear communication with product teams when necessary.
  • Champion product communication: Coordinate the production and dissemination of product release notes, ensuring smooth internal and external communication of product changes.
  • Optimize production processes: Establish and optimize operational processes for handling production defects, incidents, and service requests within Product Engineering, prioritizing efficient resolution and continuous improvement.
  • Maximize product availability: Prioritize maintaining high product uptime and availability through efficient incident and problem management processes, aligning with the company's product-led growth strategy.
  • Build a robust knowledge base: Build and maintain an exceptional knowledge base, serving as the first line of defense for users by providing step-by-step guides, FAQs, and troubleshooting resources to address common issues and answer user questions effectively.
  • Data and Insights: Analyze user data, including support requests, user behavior, and feedback, to identify areas for improvement and inform product development decisions. 
  • Act as a bridge between Customer Support and PE teams: Collaborate with product, engineering, and design teams to ensure the product is intuitive, user-friendly, and addresses customer needs effectively. Collaborate on self-service solutions through comprehensive documentation, fostering user empowerment and reducing dependency on support resources.

 

If you see yourself in some of the points below, great - we’re excited to learn more about you!

  • 8+ years of experience in a customer-facing role, with experience in a product-led growth environment preferred.
  • Proven track record of building, coaching and managing high-performing teams.
  • Strong understanding of user-centered design principles and user experience (UX) best practices.
  • Excellent communication, collaboration, and interpersonal skills.
  • Strong analytical and problem-solving skills.
  • Experience with data analysis tools and methodologies.

 

Success Looks Like:

  • A significant reduction in support tickets and improved customer satisfaction.
  • A clear support strategy aligned at all levels of the organization.
  • Data-driven insights that inform product development and improve the overall user experience.
  • A well-established Second Line Product Support function that effectively supports the company's growth goals.
At Planday, we offer you:

- Benefits like pension, health insurance, inclusive support for new parents and generous vacation
- On top of your annual base salary, you are offered to be part of an Employee Share Plan
- Growth and progression opportunities – we want you to grow with us
- Flexible remote work
- Strong social culture with lots of team and company activities
- Meaningful work – everyone at Planday contributes to improving the lives of shift workers around the globe
- Healthy work-life balance and autonomous approach to work. We trust in you and your abilities

Finally, our offices are not just workplaces (although they are pretty nice and well-located, we have to say!). Plandayers are open and welcoming and at Planday, everyone has the freedom and support to show their true self at work.

Our tech stack is cutting edge and our engineering work is supported by dedicated in-house scrum masters and agile evangelists.

At Planday, we firmly believe that diversity and inclusion are the cornerstones of innovation and a vibrant workplace culture, and we highly value the strength that diverse backgrounds offer.

As an equal opportunity employer, we strive to create an equitable experience for all our candidates throughout the process. Please let us know if you need reasonable accommodation during the application or interview process.
All applicants will be considered for employment without attention to any personal characteristics.