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

Extra Awesome

• Ability to learn rapidly, adapt, and master employer-specific software
• Complex problem-solving skills

Our Commitment to You

When you join OneTrust you are stepping onto a launching pad — the countdown has begun. The destination? A career without boundaries working alongside a diverse and inclusive crew who is passionate about doing meaningful work. As a pioneer, your voice and expertise will help chart the direction of an entirely new industry — Trust. Our commitment to putting people first starts with you. Your growth is part of the mission. Our goal is to give you the power to embark on the next phase of your uniquely, unique career.

OneTrust provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Benefits

As an employee at OneTrust, you will be a part of the OneTeam. That means equity, bonuses, unlimited PTO, and 100% paid medical benefits (and that’s just the beginning!).

Our employee rewards philosophy spans mental, physical, and emotional well-being because we want our people to succeed both in and out of the office. Some benefits differ depending on region, but here’s what you can expect from our OneTeam Total Rewards Program:

• Competitive Compensation: We offer top pay for top talent with competitive total packages including equity for all, performance bonuses, and retirement savings with match. We’re also committed to fair and equitable pay practices.
• Workstyle Flexibility: At home or in the office, we trust you to get the job done. Our people have the option to work in the office, fully remote, or a hybrid based on their role. Go green with commuter program discounts and in-office perks.
• Career Development: You’re not just joining any company; you’re joining the category-defining software platform for trust. You can become an expert and earn industry certifications with training and exams paid for by us and access to our learning & development program and guest speaker series.
• Employee Recognition: We celebrate our accomplishments the best way we know how – together. Our people are invited to attend employee appreciation social events (including our awesome annual holiday party), participate in ticket giveaways for local city events based on your home office location, and celebrate one another through our #CheersforPeers channel.
• Focus on Wellbeing: Take the vacation or volunteer - we have unlimited PTO globally. You’ll also have access to ClassPass memberships, generous company holidays and your birthday off, paid sick days, Employee Resource Groups (or, as we call them, Employee Trust Groups), and other ways to get connected or support company diversity, equity, and inclusion goals.
• Health Benefits: No package is complete without great health benefits. This role may receive company-paid employee healthcare premiums, parental leave, and access to mental health benefits and employee assistance programs. Specific benefits differ by location, so please check with your recruiter to specify what this role will receive.

Our Commitment to You

When you join OneTrust you are stepping onto a launching pad — the countdown has begun. The destination? A career without boundaries working alongside a diverse and inclusive crew who is passionate about doing meaningful work. As a pioneer, your voice and expertise will help chart the direction of an entirely new industry — Trust. Our commitment to putting people first starts with you. Your growth is part of the mission. Our goal is to give you the power to embark on the next phase of your uniquely, unique career

OneTrust provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, colour, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by local laws.