Global Support Quality Partner

Role Overview

• Own the ongoing management of regional Support processes and global L3 operational workflows.
• Ensure workflows and procedures remain consistent across regions.
• Maintain documentation and update playbooks as processes evolve.
• Monitor operational performance and flag areas needing improvement.
• Support continuous refinement of Support workflows.
• Oversee the operational health of the global L3 escalation queue.
• Monitor backlog levels, ticket aging, and escalation risk.
• Ensure escalations have clear ownership and next steps.
• Identify and drive improvement initiatives to reduce recurring drivers globally.
• Help ensure global initiatives and processes are being adopted consistently.
• Provide structured updates on operational themes and regional insights.
• Maintain ongoing reporting on support performance metrics.
• Consolidate Voice of Customer insights coming through multiple customer-facing channels, including but not limited to Support interactions.
• Identify opportunities to improve workflows, processes, and operational efficiency across regional Support and L3 operations.
• Partner with the Domain Manager on larger process improvements and cross-functional initiatives, supporting execution and operational rollout.

Requirements

• Ideally 4+ years experience in SaaS Support Operations or Customer Operations in a scaling organisation.
• Strong process management and operational organisation skills with proven experience managing support processes and driving operational improvements at scale.
• Familiarity with support tooling such as Zendesk and Jira.
• A data-driven mindset, with the ability to translate operational metrics into actionable insights.
• Experience working with support escalations and operational reporting in global environments.
• Comfortable working with Product, Engineering or Customer Experience cross-regional teams in a global organisation.

Benefits

• Your wellbeing is important to us
• we provide private healthcare, 2 Wellness Days, an employee assistance program and a free online GP service.
• As part of our Financial Wellbeing, we provide competitive Compensation, an Employee Share Purchase Scheme, Pension, Life Assurance, and Income Protection.
• We help you travel by providing a bike to work scheme as well as tax saver transport tickets.
• We support the women who work in Phorest by offering 2 weeks leave for Fertility Treatment, Pregnancy Loss and Menopause.
• We care for your family and provide Enhanced Maternity and Paternity Benefits.
• We grow our own timber! We provide a great learning environment and extensive development opportunities.
• We run development programs and provide access to many online resources including LinkedIn learning.
• Moving house? Phorest employees get 3 moving days.