Strength in Trust
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 Challenge
This person will provide leadership for our Support Team – OneTrust’s Support team is critical to customer retention. We need to sustainably grow and mature this organization – to one that is able to balance to effective day-to-day operations supporting an ever-expanding customer base, while also executing against strategic priorities as the company grows.
This lead position requires an outgoing, confident individual with superior collaboration skills, impeccable customer facing verbal and written communication skills, and advanced computer skills. If you thrive in a fast-paced environment and can provide an excellent, 100% service-focused customer experience through every interaction (internal and external) while leading a fully engaged team, this is the job for you. We are an outcomes focused organization and the need to balance team capacity and client expectations is a must.
Your Mission
Handle customer escalations and escalate to global lead when appropriate
Collaborate with all other OneTrust teams to quickly find appropriate and timely customer solutions
Onboard new team members
Set team schedules
Work directly with global support lead on team quarterly and yearly goals
Collaborate internally with the other support teams
Weekly 1:1s with every permanent support team member
Perform at all the duties of an application support engineer at the highest performance level:
Identify and Evaluate Technology Solutions
Problem Solving and Troubleshooting
Onboard New Users
Identify Potential Issues
Work with Cross-Functional Teams
You Are
You are a hardworking and determined individual used to working in a fast-paced and dynamic environment. You’re an independent worker who can problem-solve and process information quickly. You’re an excellent communicator who can clearly and efferently take information from the client and translate it to relevant teams.
Your experience includes:
Degree, higher education qualification or 1-5 years' work experience in a similar role
5+ years relevant experience in a similar role Great de-escalation skills (customer and internal)
Ability to step back and view a situation through many lenses
Ability to step out of a silo and come up with creative solutions to be able to accomplish end goals
Highly developed collaboration and team skills
Highly developed written and verbal communication skills
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.
Resources
Check out the following to learn more about OneTrust and its people:
OneTrust Careers on YouTube
@LifeatOneTrust on Instagram
Your Data
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 .
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