Key Responsibilities
Identify gaps in operational processes and ways of working, using data and feedback to implement meaningful improvements. Work closely with operational teams and senior leadership to design and implement solutions that drive high adoption and deliver tangible impact.
Take ownership of key systems and tooling, continuously improving how they are used and proactively exploring how automation and AI can reduce manual work and free up colleagues for higher-value activities.
Champion data-driven decision-making across the customer domain, ensuring reporting and dashboards stay accurate and the right insights reach the right people.
Own the coordination of product launches and end-of-life cycles across the customer domain, acting as the single point of contact and translating upcoming features, capabilities, and end-of-life changes into clear, timely updates so customer domain colleagues are well equipped.
Partner with Product & Technology (P&T) to shape enablement resources - guides, best practices, training material - that give teams the confidence to work with new capabilities, keeping this library accurate and easy to find across the customer domain.
About You
We're looking for someone who can drive momentum in a fast-moving environment, someone who takes initiative and works collaboratively across teams. You'll likely be a great fit if you have:
3+ years in or around B2B SaaS customer support teams, with a track record of implementing solutions that scale efficiently and effectively.
A proactive mindset and a strong sense of initiative and ownership, you don’t just identify what could be better, you take responsibility for driving it forward and seeing it through to impact, with a genuine passion for continuous improvement.
Customer-centric by nature, with a curiosity about user needs and a desire to make a meaningful impact to the customer journey.
Strong project management skills, with experience coordinating stakeholders across international and cross-functional teams.
A good communicator, with the ability to translate complex information into relevant, practical guidance for various audiences.
A structured, process-oriented approach to work - comfortable bringing clarity and order to processes and documentation even where not everything is clearly defined.
Fluent English speaker
Commitment to Diversity
TOPdesk is committed to creating a diverse and inclusive workplace. We welcome applications from candidates of all backgrounds and experiences.