Customer Support Director
5 days ago
**Job Summary:**
We are seeking a highly motivated and experienced Customer Support Director to lead our E-commerce Customer Support Team. The ideal candidate will have a strong background in customer service, leadership, and team management.
About the Role:
The Customer Support Director will be responsible for overseeing the day-to-day operations of the customer support team, ensuring timely and accurate responses to customer inquiries via email, phone, and live chat. This role requires excellent communication and problem-solving skills, as well as the ability to manage multiple tasks and priorities in a fast-paced environment.
Main Responsibilities:
- Team Management & Leadership: Lead, mentor, and motivate a team of customer support agents to provide exceptional service.
- Customer Support Operations: Oversee day-to-day customer support activities, ensuring timely and accurate responses to customer inquiries.
- Escalation & Problem Solving: Handle high-priority, escalated, or complex customer issues that cannot be resolved by agents.
- Performance Monitoring & Reporting: Track and analyze customer support metrics, including response times, customer satisfaction scores, and first contact resolution rates.
- Process Improvement: Collaborate with other departments to identify opportunities for process improvements that enhance the overall customer experience.
- Training & Development: Train new team members and onboard them effectively.
Requirements:
- Bachelor's degree in Business Administration, Communications, or related field (or equivalent experience).
- 3+ years of experience in customer support, with at least 1 year in a team lead or supervisory role, preferably in an e-commerce environment.
- Experience with customer support tools and live chat software.
- Familiarity with e-commerce platforms, order management systems, and CRM software is a plus.
Preferred Qualifications:
- Previous experience working in an e-commerce or retail environment.
- Familiarity with customer service best practices and e-commerce industry standards.
Compensation & Benefits:
We offer a competitive salary based on experience, ranging from $85,000 to $110,000 per year, depending on qualifications and performance. Additionally, we provide a comprehensive benefits package, including health insurance, retirement savings plan, and paid time off.
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