Customer Support

• Manage a high volume of customer support cases through an online support system
• Provide professional, practical, and customer-focused support across multiple communication channels
• Investigate, troubleshoot, test, analyze, and resolve customer issues
• Manage cases from initial investigation through resolution, maintaining ownership and regular customer communication
• Escalate complex issues and collaborate with internal teams to achieve resolution
• Document customer interactions, investigation findings, and resolutions in support systems
• Guide customers in using platform features and functionality
• Facilitate customer training sessions, including webinars
• Identify recurring issues, customer feedback, and product enhancement opportunities
• Maintain service levels, quality standards, and compliance with security, privacy, and data protection requirements
• Support team initiatives, testing activities, process improvements, and operational projects

Customer Support Specialist

• Manage a high volume of customer support cases through an online support system, ensuring timely and accurate responses
• Provide professional, practical and customer-focused support across multiple communication channels
• Investigate, troubleshoot and resolve customer issues, undertaking testing and analysis where required
• Manage support cases from initial investigation through to resolution, maintaining ownership and regular customer communication throughout
• Escalate complex issues and collaborate with internal teams to achieve resolution
• Document customer interactions, investigation findings and resolutions accurately within support systems
• Guide customers in the effective use of platform features and functionality
• Facilitate customer training sessions, including webinars
• Identify recurring issues, customer feedback and product enhancement opportunities and communicate these to relevant stakeholders
• Maintain service levels, quality standards and compliance with company security, privacy and data protection requirements
• Support team initiatives, testing activities, process improvements and other operational projects as required

Operations

• Lead, coach, and develop managers and leaders across Customer Support and Customer Solutions.
• Set strategy and operating direction for North American Customer Support and Customer Solutions while supporting consistency across shared global processes.
• Oversee technical support operations, service delivery, support workflows, service-level agreements, escalations, and operational performance.
• Establish and manage measures including customer satisfaction, backlog, service levels, utilization, capacity, quality, and efficiency.
• Identify operational and customer challenges, address root causes, and implement scalable solutions.
• Use data and customer insights to identify trends, guide decisions, and recommend investments, resource allocation, and business priorities.
• Evaluate and integrate AI-enabled tools and automation.
• Partner with Product, Engineering, Sales, Customer Success, and Implementation to strengthen handoffs, escalation pathways, and the customer experience.
• Provide leadership during complex escalations, outages, and other high-impact customer situations.
• Partner with the Senior Vice President, Customer Operations on planning, organizational capacity, and strategic initiatives.

Senior Director of Customer Operations

• Manage a high volume of customer support cases through an online support system
• Provide professional, practical, and customer-focused support across multiple communication channels
• Investigate, troubleshoot, and resolve customer issues, including testing and analysis where required
• Manage support cases from initial investigation through to resolution, maintaining ownership and regular customer communication
• Escalate complex issues and collaborate with internal teams to achieve resolution
• Document customer interactions, investigation findings, and resolutions accurately in support systems
• Guide customers in using platform features and functionality
• Facilitate customer training sessions, including webinars
• Identify recurring issues, customer feedback, and product enhancement opportunities and communicate them to stakeholders
• Maintain service levels, quality standards, and compliance with security, privacy, and data protection requirements
• Support team initiatives, testing activities, process improvements, and operational projects
• Serve as the first point of contact for customers using HSI's Donesafe workplace health, safety, and compliance software

Project Manager

• Manage multiple concurrent AI projects and initiatives ranging from proof-of-concepts to long-term governance programs.
• Own project intake, demand management, evaluation, prioritization, documentation, tracking, and portfolio reporting.
• Partner with internal stakeholders to collect business requirements, define use cases, establish priorities, and secure alignment on project outcomes.
• Build and maintain executive dashboards and reporting covering project progress, value, timelines, dependencies, and priorities.
• Conduct gap analyses to identify current-state challenges, future-state opportunities, and expected business outcomes.
• Facilitate build-versus-buy evaluations and support business case development.
• Coordinate cross-functional technology initiatives across cybersecurity, infrastructure, HR, operations, revenue teams, and other business functions.
• Support enterprise AI governance, security, data protection, adoption, and change management efforts.
• Identify process improvement opportunities, application overlap, and opportunities for consolidation or optimization.
• Establish scalable processes for managing a growing portfolio of enterprise AI initiatives.

AI Project Manager

Implementation Specialist

• Own the full customer onboarding journey from initial kick-off through configuration, testing, and go-live
• Serve as the single point of contact for clients throughout delivery
• Lead client onboarding sessions and set clear implementation expectations
• Run discovery workshops to gather and define customer requirements within agreed scope
• Manage end-to-end delivery, including project plans in Rocketlane, timelines, scope, and budget
• Build, configure, and document solutions in the HSI Donesafe platform
• Translate technical requirements into workflows and automations
• Support data migration from legacy systems and ensure smooth integration
• Deliver client training and create user documentation for administrators and end users
• Test and validate configurations internally and with clients
• Lead go-live activities and coordinate handover to Support
• Proactively manage risks, communicate issues, and resolve challenges
• Finalise deliverables and support transition to Customer Success
• Identify opportunities to improve implementation quality and customer experience
• Collaborate occasionally with Product or APAC teams on technical discussions or complex projects, with 2 to 5 hours per week of flexibility

Customer Support Specialist

Customer Support Specialist

Senior Director of Customer Operations

Customer Support Specialist

AI Project Manager

Technical Implementation Consultant, EHS