Head of Community Support

Community · Richmond, Victoria
Department Community
Employment Type Full Time
Minimum Experience Senior Manager/Supervisor

There are some opportunities that present themselves as career defining.  This is one.  A global, and challenging role that needs the support of a true leader to affect change, rally the troops and take what is already good and make it even better!

99designs is the world’s global creative platform that makes it easy for clients and designers to work together to create designs they love. Its mission is to champion creativity to create opportunities for people around the world. Founded in 2008, 99designs has grown from a small, online forum into a worldwide community of talented designers that is now the go-to solution for businesses, agencies, and individuals. 

99designs is a people first business inside and out.  It’s reflected in the values we hold for our people, our customers and designers.  We want each and every person to be absolutely delighted by their experience.  And that’s where you come in...

A little bit about this opportunity

Leading a globally dispersed team located in Oakland, Berlin and Melbourne, you will enable the changes required to provide amazing experiences to all 99design customers and creators.  

But how you might ask?! That’s a good question.  A big part of this change will come from supporting, growing and developing your direct team of 5; Client Support Managers, Designer Support Manager and the Support Operations Manager and bringing each region (70+ agents) on a journey to create one global function and experience.

Part of this will be driving the 99designs’ support experience strategy globally.  Another aspect will be to help embed a new support operations function, and help and guide a newly formed operation team so they can implement global and meaningful CX and support metrics. But we're not looking for a ‘traditional’ view of customer excellence here, it really is about understanding our customers, and their pain points and creating a ‘quality over quantity’ and ‘solutions focussed’ approach.  

A little bit about you

You’re a natural leader that has a passion for bringing teams together to share one global vision of customer support excellence.  Experience scaling regional teams to a global model would be fabulous as would experience in support operations.  

This is an out and out ‘people’ role! Strong people leadership, leading and inspiring teams towards one common goal and navigating stakeholder management is what you love.

You have a special super power in understanding the stories data can tell you through analysis and critical thinking and can analyse and improve customer experiences using long term processes and solutions with a commercial mindset.

Why 99designs?

As 99d continues to scale, we are committed to building an inclusive and diverse team that reflects the communities in which we operate. We want people to feel like they belong and can bring their whole selves to work. Our aim is to continue to foster a collaborative environment with a keen focus on innovation, growth and ownership. Below are just some of the things we do to support our people:

  • Career development and learning in whatever way suits you! Courses, formal and informal mentoring, conferences… however you learn best 99d has got you covered.
  • Culture of workplace flexibility and wellness. Study? Parent juggling? Everyone has different needs and the business will support you in the best way we can. Some people work remotely, some with flex start and finish times...the common thread is it’s all about your individual needs. With annual wellness bonuses of $605 + annually refreshing your WFH space with $300, you'll be supported to do your thang.
  • Support for working parents. 18 weeks paid parental leave policy for all parents (we don't distinguish between a primary and secondary carer), which can be accessed part time or any way you want it over the first 18 months, which you can access from day 1 of joining. We also pay superannuation for paid and unpaid parental leave for 18months!
  • Support for the community. In addition to 99nonprofits, 99designs provide one paid volunteer day a year for you to support a charity and the community as you see fit!
  • 99d are also a Proud Code Like a Girl internship partner, host of Girl Geek Academy hack days, & maintain popular open source projects, and support a range of other community groups. It’s in our DNA.

Thank You

Your application was submitted successfully.

  • Location
    Richmond, Victoria
  • Department
  • Employment Type
    Full Time
  • Minimum Experience
    Senior Manager/Supervisor