Customer Support Operations Director
4 days ago
At AiSensy, we are looking for a highly skilled Customer Support Operations Director to lead our customer support operations and drive strategic growth. As a key member of our leadership team, you will be responsible for scaling high-performing teams, implementing automation, and enhancing the overall customer experience.
This role requires a unique blend of leadership, operational excellence, and a customer-centric mindset. If you have 8+ years of experience in customer support or customer success, with at least 3+ years in a leadership role in a B2B SaaS or tech-driven company, we want to hear from you.
Key Responsibilities:
- Customer Support Strategy & Execution: Develop and execute a scalable support strategy aligned with business objectives.
- Team Leadership & Performance Management: Build, mentor, and lead a team of customer support managers and agents.
- Process Optimization & Automation: Identify and implement AI-driven customer support automation, streamline workflows using CRM and customer support tools, and optimize ticketing systems.
- Cross-functional Collaboration & Reporting: Work with Sales, Product, and Marketing teams to align support initiatives with business goals.
Requirements:
- 8+ years of experience in customer support or customer success.
- At least 3+ years of leadership experience in a B2B SaaS or tech-driven company.
- Hands-on experience with AI-powered customer support tools, ticketing systems, and automation.
- Strong focus on customer satisfaction, retention, and engagement.
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