Customer Support Director
2 weeks ago
Job Summary:
We are seeking a seasoned professional to lead our customer support team at MaxVal. As a Director of Customer Support, you will play a crucial role in ensuring high levels of customer experience and satisfaction. Your leadership skills will be instrumental in managing and resolving customer issues, improving system performance, and developing proactive customer engagement models.
Key Responsibilities:
- Leadership and Management: Lead and mentor a team of customer support professionals, establishing and maintaining customer support processes and best practices.
- Customer Support: Oversee the successful resolution of customer issues and requests, serving as the escalation point for complex and critical customer issues.
- Customer Engagement: Conduct regular meetings with customers to monitor system performance and gather feedback, proactively identifying potential issues and areas for improvement.
- Operational Excellence: Implement and monitor key performance indicators (KPIs) to assess team performance, continuously improving support processes to enhance efficiency and effectiveness.
- Strategic Planning: Develop and execute a strategic plan for the support team, aligning with company goals and staying updated on industry trends and best practices.
Requirements:
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- Minimum of 10 years of experience in customer support or a related field, with at least 5 years in a leadership role.
- Proven experience in supporting software products and technology-centric services, with a strong understanding of intellectual property management solutions.
- Excellent leadership, communication, and interpersonal skills, with the ability to manage multiple priorities and work effectively in a fast-paced environment.
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