Senior Director of Global Support Operations
3 weeks ago
We are seeking a highly experienced and skilled professional to lead our Global Product Support and Technical Services team at Zenoti. As a key member of our organization, you will be responsible for delivering exceptional support experiences to our global customers across various industries and business sizes.
Key Responsibilities- Manage and oversee the operations of our global product support and technical services teams.
- Ensure timely resolution of customer issues within agreed service level agreements (SLAs).
- Review and approve all change requests, escalations, and service requests to ensure customer satisfaction.
- Continuously innovate and improve our technology infrastructure for support, including ticketing, status reporting, and customer community.
- Collaborate with cross-functional teams, including Customer Success, Engineering, and Finance, to deliver services and solutions that delight our customers.
- Be the voice of the customer, identifying and driving changes in product and company processes to increase efficiency and improve customer experience.
- Forecast demand, recruit, hire, develop, and retain a high-quality team of support professionals.
- Focus on delivering an exceptional Zenoti customer and employee experience.
- 10+ years of experience in customer support, with a strong engineering background and expertise in support engineering.
- Forward-thinking in AI and expertise in managing support for a CRM/ERP/B2B SaaS product.
- 15+ years of experience in customer-facing roles, with a long stint in SaaS companies supporting complex products with high volumes of cases.
- Exposure to global regions, negotiation, vendor management, and leading a team of over 100 people.
- A degree in engineering or equivalent.
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Director Of Operations
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