Global Support Manager - Ghent

Job description

Who are we?

Deliverect is in hyper-growth! As a global SaaS Soonicorn, our mission is to be the backbone of on-demand food, with over 45 million orders completed, operating in 11 countries and rising.

We simplify online order management to help restaurants, cloud kitchens and food chains around the world become faster, smarter and more connected, so they can serve even more delicious food to their customers.

With real-time insights they can manage inventory, track revenue growth, automatically update stock, adjust menus globally and spot new opportunities across platforms with ease.

Who we work with: Food delivery platforms such as Deliveroo, Uber Eats, Doordash, Delivery Hero and customers such as Taco Bell, Burger King, KFC, Unilever and your local independent takeaway too!

Our People: Located in our hubs across Europe, North America, South America, Australia and the Middle East we currently have over 250 people and are growing rapidly.

How you will contribute to our mission

The Global Support Manager will serve as an operational head, building and adjusting team structure and determining support level requirements for our Technology and API support teams. You’ll structure cost analysis and support our business functions through building processes that meet our business needs. The impact of this will be to facilitate growth, scale and efficiency, enabling us to be effective now, whilst planning for future expansion. Here's a snapshot of what you'll be doing:

  • Build team structures

  • Create a professional support structure to ensure we have the right knowledge in the right areas

  • Provide detailed insights into costs and KPIs

  • Set and own a budget

  • Maximise our customer satisfaction NPS scores

  • Collaborate with cross-functional teams from support to C-suite level

  • Engage directly with our partners typically procurement/C-suite

  • Optimise for efficiency of all business procedures

  • Recommend financial data solutions

  • Coordinate with the People Team to ensure our hiring plans meet our business needs

  • Consider the needs of external and internal stakeholders and incorporate them into new strategic plans

  • Request and manage reports from company departments for review on a regular basis

What we offer

  • All our employees receive stock options

  • We want to support everyone. We offer flexibility around working hours, locations and office days.

  • Diverse international team; regular company and team events

  • Transparency and visibility including a weekly company sprint on vision, strategy, roadmap and progress

  • Constantly innovating product with weekly releases, constant new features and incremental optimisations

  • An early position in a scaling international startup with strong growth plans

  • Be a part of solving some of the biggest challenges facing the global food tech market

Want to join our rocket ship? Apply now.

We value strength from diversity, embracing our individual differences by working together within a safe and inclusive working environment. You are welcome at Deliverect for who you are, no matter where you come from or what you look like. Our workplace is for everyone. We are committed to treating all applicants fairly and equally. If you need any support during our recruitment process, please get in touch [email protected]

Job requirements

Skills you'll need

  • Solid understanding and evidence of setting team structures

  • Ability to set strategic direction of professional support

  • Analyse, formulate and implement budgets and costings

  • Demonstrated ability to formulate and implement KPIs across teams

  • Skills to an build operational strategy which has a direct impact on customer NPS scores

  • Ability to use databases, project management and relevant data software

  • Exceptional communication skills

  • Capable of grasping and using complex ideas and strategies

  • Strong ethical leadership skills

  • Ability to be flexible and agile in responding to evolving business priorities and dealing with ambiguity

  • Previous experience within a SaaS or subscription enterprise software company, customer service function or global business is beneficial but not essential