
Customer Support Director
2 days ago
About this role
This is a critical leadership position in our organization. As a Customer Support Director, you will be responsible for the strategic direction and management of our customer support function.
Key Responsibilities:
- Develop and implement a comprehensive customer support strategy that aligns with our business objectives.
- Manage a team of customer support professionals to ensure timely and effective resolution of customer inquiries and issues.
- Collaborate with cross-functional teams to identify and prioritize areas for improvement in our customer support processes.
- Monitor and evaluate key performance metrics, such as first contact resolution, resolution time, and customer satisfaction, to optimize our customer support services.
Qualifications and Skills:
- 12+ years of experience in customer-facing roles, with at least 5 years of experience in a leadership position.
- Proven track record of developing and implementing successful customer support strategies that drive business growth and customer satisfaction.
- Excellent communication and interpersonal skills, with the ability to articulate technical concepts to non-technical individuals.
- Strong problem-solving skills, with the ability to analyze complex information and recommend effective solutions.
- Proficiency in using customer support tools and systems, such as ticketing systems, CRM software, and knowledge bases.
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