Veremark, a global HR tech scale-up recognized among the Deloitte Fast 50/500, FT1000, Sifted 100, and TECH5, is transforming the way the world builds trust. With pioneering products like Verepass blockchain-based credential verification and a secure Whistleblowing platform, Veremark is redefining HR technology for the future.

We are seeking an experienced Global Customer Support Lead to manage and scale our support operations worldwide. This role will be key in ensuring efficient resolution of inbound client and candidate queries, optimizing performance through automation and insights, and driving retention and growth in our non-account managed client base.

Key Responsibilities:

Customer Support Leadership

• Lead, manage, and scale a high-performing global support team across time zones.

• Oversee inbound queries via email, live chat, and helpdesk.

• Ensure customer satisfaction with responsiveness, professionalism, and efficiency.

Performance Measurement & Optimisation

• Define and monitor KPIs including CSAT, response time, and resolution time.

• Use dashboards and reports for data-driven decision-making.

• Conduct team reviews and coaching for continuous improvement.

Insights & Content Development

• Identify recurring customer issues and trends.

• Collaborate with Product, Marketing, and Knowledge teams to build FAQs, help articles, and onboarding content.

• Maintain a living knowledge base to empower self-service.

Process Innovation & Automation

• Implement automation using AI-driven ticketing and chatbots.

• Partner with engineering teams to scale support solutions.

• Streamline internal workflows for higher efficiency.

Revenue Growth Support

• Deliver outstanding support that drives retention and upsell opportunities.

• Support Marketing and Sales with customer engagement tactics.

• Provide feedback loops to enhance product and service offerings.

Qualifications:

• Proven leadership experience in customer support, ideally in tech-enabled services.

• Track record in managing global, high-performing teams.

• Proficiency in tools like HubSpot, Zendesk, Intercom, or Freshdesk.

• Strong analytical, reporting, and communication skills.

• Experience in building support content and self-service knowledge bases.

• Passionate about customer success.

Preferred:

• Background in HRTech, background screening, or B2B SaaS.

• Familiarity with customer success strategies for long-tail clients.

• Knowledge of automation and AI in customer support.

Why Join Veremark?
With ~200 employees worldwide, Veremark is scaling fast and shaping the future of HR technology. We value Trust, Integrity, Data, and Experience in everything we do. Joining us means being part of an award-winning, mission-driven team where your impact is global.