WHO WE ARE:

The Trade Desk is leading the way to the future of marketing by changing how advertising is bought and sold. Working with the largest brands and agencies around the world, our technology platform helps consumers discover products they want by enabling advertisers to target and reach them on the right channels at the right time. 

Employees join The Trade Desk to discover opportunity, contribute to our customers’ success, and be part of building the future of marketing. You’ll work with creative, compassionate, and collaborative colleagues that share a passion for making the internet better for all – a combination that simply can't be beat.

When you join The Trade Desk, you’re joining a family. We have open space work environments, adjustable sitting/standing desks, and a celebrated open-door policy (at all levels) that can inspire out-of-the-box solutions and camaraderie among your coworkers. The competitive compensation packages, full benefits, stock options, and additional discounted stock purchase opportunities, catered lunches, and offsite team building activities may cause slight to severe jealousy among your peers.

WHO WE ARE LOOKING FOR:

The Trade Desk is hiring a talented, driven General Manager, Global Customer Support to help in leading the team supporting our smart data capture solutions. The ideal candidate will be a coach, mentor and technically strong in providing post-sales support of both cloud-based and on-premise deployed enterprise software. The team works cohesively with other departments to ensure customer satisfaction and customer retention. As the General Manager, Global Customer Support, you will be instrumental in leading a customer centric team that exemplifies a culture of teamwork and excellence.

WHAT YOU WILL BE DOING:

• General oversight of an international team of managers, support analysts, and support engineers, who provide world-class support to our customers including all levels of support from initial level 1 support to level 3 technical support.
• Build and lead a 24X7 global support team that is based on follow the sun model. Establish domestic and international centers of excellence to deliver support to customers and partners
• Ensures standard process and procedures are defined, communicated, and followed when addressing customer concerns.
• Help recruit, train, and build a world class team focused on supporting our clients.
• Perform trending, and impact analysis to ensure engineering resources and priorities are focused on pressing high-impact issues
• Develop a customer experience strategy including knowledge base, automated tasks, escalation workflows that promotes self-service while enabling access to knowledgeable and experience support team
• Meet regularly with support managers from our international offices to ensure consistency in approach and to manage escalation of cases to the product and engineering teams
• Creates robust knowledge management systems and effective training program to effectively deliver the highest level of support to clients
• Develops and applies measures to track and deliver on KPIs; Formalize, monitor, and report on Service Levels and performance metrics including team responsiveness, service request updates, cases, resolution times, incident communications, and system performance & uptime
• Collaborate across support, engineering, product and customer success teams to remove blockers, address inefficiencies, and ensure timely resolution of escalated issues
• Explore Automation, AI and other modern methods of request/incident resolution, in order to make the customer support function more efficient and increase employee satisfaction
• English proficiency required; additional language proficiency highly desired

WHAT YOU BRING TO THE TABLE:

• A minimum of 10 years working in the IT industry and 10 years experience in Customer Support supporting complex enterprise systems
• 5+ years leading a global support organization with distributed team members
• Success building a support team and integrating foundational processes
• Exceptional ability to build cohesive, successful team environments
• Excels in an entrepreneurial environment that embraces new product and strategies
• Experience with Atlassian Jira and other systems used to deliver support services
• Bachelors Degree Required

The Trade Desk does not accept unsolicited resumes from search firm recruiters. Fees will not be paid in the event a candidate submitted by a recruiter without an agreement in place is hired; such resumes will be deemed the sole property of The Trade Desk. The Trade Desk is an equal opportunity employer. All aspects of employment will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.