Director of Global Support - Customer Experience

Director of Global Support - Customer Experience @ Zema Global

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Director of Global Support - Customer Experience

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Job details

DEPARTMENT / Operations

London

Full-time

On-site

Location: London

Department: Customer Experience / Global Support

Work Model: Hybrid

Position Type: Full-time, Permanent

Employment Level: Director

Industry: Energy Data, Commodities & FinTech

Reports To: VP of Customer Experience

Visa Sponsorship: Not available.

About Us

Founded in 1995, Zema Global Data Corporation empowers organizations to simplify complexity, reduce risk, and make faster, more confident decisions that drive measurable results. Over the past two years, Zema Global has accelerated its growth through strategic investment and acquisition to strengthen our global leadership. Together we're helping our customers gain a Decisioning Advantage - one bold idea at a time. With a presence across global energy, commodity, and financial markets, Zema Global empowers customers to simplify complexity, reduce risk, and make faster, more confident decisions that drive measurable results.

At Zema Global, we Think Big, Make It Happen, and Win as One. We thrive on collaboration, creativity, and respect, united by a shared drive to innovate and deliver meaningful impact for our customers and communities. If you're inspired by solving complex challenges and contributing to a culture that values purpose and performance, we invite you to join us.

Position Overview

As Zema Global continues to expand its worldwide customer base, we're looking for a visionary Director of Global Support to shape the future of our customer experience. This role will lead a high-performing, globally distributed support organization-transforming how we serve customers through innovation, AI-driven insights, and operational excellence powered by Salesforce Service Cloud.

The Director of Global Support is responsible for leading a multi-regional, 24/7 global support organization that ensures rapid, high-quality issue resolution for enterprise clients. This leader will own the support strategy, technology roadmap, and operational excellence - with a strong focus on deploying AI-driven efficiencies, optimizing Service Cloud workflows, and ensuring global consistency in customer experience.

Key Responsibilities:

Leadership & Strategy

• Define and execute the global support strategy aligned with company goals for scalability, efficiency, and customer satisfaction.

• Lead, mentor, and develop regional support managers and teams across North America, EMEA, and APAC.

• Partner with Product, Engineering, and Customer Success to drive continuous improvement in supportability and customer experience.

AI & Automation

• Lead the deployment of AI capabilities within Salesforce Service Cloud, predictive case routing, and knowledge-based recommendations.

• Design and implement automation workflows to reduce manual effort, speed resolution times, and improve SLA performance.

• Champion data-driven insights from AI to anticipate customer needs, identify emerging issues, and improve self-service adoption.

Operational Excellence

• Oversee all support operations-case management, escalation handling, knowledge base, and incident communication.

• Continually refine and monitor global KPIs including CSAT, SLA adherence, first-contact resolution, and backlog management.

• Drive continuous improvement through root cause analysis, VOC (Voice of Customer) insights, and operational reviews.

• Ensure seamless integration of support systems with other enterprise platforms (CRM, CS tools, analytics).

Technology & Process Innovation

• Serve as the product owner for Service Cloud, ensuring optimal configuration and utilization of AI, chat, and omnichannel features.

• Implement standardized workflows and best practices across global teams for consistent support delivery.

• Collaborate with IT and Systems teams to enhance the support tech stack through API integrations, reporting automation, and AI-powered analytics.

Customer Advocacy

• Act as the executive escalation point for key customers, ensuring high-touch support for strategic accounts.

• Partner with Customer Success and Product teams to represent the voice of the customer and influence roadmap priorities.

• Lead communication during critical incidents to ensure transparency and timely updates.

Essential Requirements:

• 8+ years of experience in technical or SaaS customer support leadership, with at least 3 years managing global teams.

• Proven success deploying Salesforce Service Cloud at scale, including AI/Einstein and automation capabilities.

• Proven track record of implementing AI and automation tools (e.g. generative AI, bots, RPA, knowledge management automation).

• Demonstrated ability to scale support operations globally, with measurable improvements in efficiency and customer satisfaction.

• Excellent communication, leadership, and change management skills.

• Experience supporting data analytics, SaaS, or enterprise B2B environments preferred.

What You'll Bring

• Vision to transform global support into a strategic, data-driven, and AI-enabled organization.

• Passion for operational excellence and customer advocacy.

• Ability to lead with empathy while driving accountability and performance.

• A collaborative mindset that thrives in a cross-functional, high-growth environment.

Why Join Zema Global?

• Global Impact

Shape the future of energy, commodities, and financial markets through innovative technology.

• Innovation at Scale

Work with cutting-edge software, advanced analytics, and complex data that solve real-world challenges.

• Career Growth

Join a fast-growing global organization where your ideas, development, and career progression are valued.

• Exceptional People

Collaborate with talented colleagues and industry experts across North America, Europe, and Asia.

• Meaningful Ownership

Take ownership of your work, influence strategic initiatives, and make a measurable impact on our customers and business.

• One Global Team

Be part of a collaborative culture built on trust, respect, and our values: Think Big. Make It Happen. Win as One.

Application Information

Please submit your CV in PDF format. If your experience aligns with our requirements, our Talent Acquisition team will contact you regarding the next steps.

Please note: Visa sponsorship is not available for this position.

Equality, Diversity & Inclusion

Zema Global is committed to building an inclusive workplace where everyone can thrive. We encourage applications from all qualified candidates regardless of background or protected characteristic.

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This application process may use AI-enabled systems to support candidate evaluation based on factors such as experience, technical skills, and qualifications. All processing is carried out in accordance with applicable data protection, AI governance, and labour laws. Human oversight is maintained at all stages, and final hiring decisions are made by people. Personal data submitted as part of this application is not used to train AI models.

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