At OneTrust, we help businesses around the world to make trust a competitive advantage. Our category-defining enterprise platform enables organizations to operationalize trust across privacy, security, data governance, GRC, third-party risk, ethics, and compliance, and ESG.

The VP of Global Customer Support is accountable for delivering a world class customer support experience. This role is a critical member of our Customer Experience leadership team.  They will work closely with Product, Engineering, Customer Success, Professional Services, and Operations teams to ensure we are delivering on our commitment. The ideal candidate is obsessed about building a top performing team, exceeding customer expectations, identifying themes driving case volumes and driving cross-team collaboration to help customers solve the need upstream, and establishing technology solutions to maximize team efficiency. 

• Own the Customer Support strategy and vision 
• Lead the team to execute on the vision to ensure we are delivering best in class support to our customers  
• Innovate, build and optimize the customer support process to enable customers to get a consistent, high quality support experience across all customer segments  
• Define KPIs for the team and track and own progress to success 
• Inspire and motivate the team to hit and exceed targets for support KPI’s 
• Oversee and provide expertise in the development and implementation of strategies and processes to improve the customer support experience 
• Partner with product and engineering to improve the product based on the voice of the customer 
• Own cross functional relationships and ways of working with Product, Engineering, Customer Success, Professional Services, and other teams. 
• Provide regular reporting on key KPIs  
• Set and monitor targets for the team 
• Effectively coach and performance manage team members 
• Make OneTrust known industry-wide for its best-in-class customer support  

• Proven leader of Global Customer Support for a Software as a Service company  
• A passion for delivering world-class customer experiences 
• A proven track record of building successful Customer Support teams 
• An ability to manage a large global team effectively while maintaining high levels of motivation and engagement 
• An ability to work collaboratively across multiple functions within an organization 
• An analytical mindset with experience using data-driven insights to inform decision-making 
• Excellent communication, presentation and interpersonal skills  

For California, Colorado, Connecticut, Nevada, New York, Rhode Island, and Washington-based candidates: the annual base pay range for this role is listed below. Within this range, individual pay is determined by several factors, including location, job-related skills, work experience, and relevant education and/or training. This role may also be eligible for discretionary bonuses, equity, and/or commissions, as well as benefits.

As an employee at OneTrust, you will be part of the OneTeam. That means you’ll receive support physically, mentally, and emotionally so that you can do your best work both in and out of the office. This includes comprehensive healthcare coverage, remote or hybrid workplace flexibility, flexible PTO, equity stock options, annual performance bonus opportunities, retirement account support, 14+ weeks of paid parental leave, career development opportunities, company-paid privacy certification exam fees, and much more. Specific benefits differ by country. For more information, talk to your recruiter or visit onetrust.com/careers.

Check out the following to learn more about OneTrust and its people: 

• OneTrust Careers on YouTube
• @LifeatOneTrust on Instagram

You have the right to have your personal data updated or removed. You also have the right to have a copy of the information OneTrust holds about you. Further details about these rights are available on the website in our Privacy Overview. You can change your mind at any time and have your personal data removed from our database. In order to do this you must contact us and let us know you wish to be removed. The request should be made on the Data Subject Request Form.

When you join OneTrust you are stepping onto a launching pad — the countdown has begun. The destination? A career without boundaries working alongside a diverse and inclusive crew who is passionate about doing meaningful work. As a pioneer, your voice and expertise will help chart the direction of an entirely new industry — Trust. Our commitment to putting people first starts with you. Your growth is part of the mission. Our goal is to give you the power to embark on the next phase of your uniquely, unique career 

OneTrust provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by local laws.