Director Customer Support
15 hours ago
Roles & Responsibilities
- Develop and implement customer support strategies to ensure excellent customer satisfaction
- Lead, mentor, and manage the customer support team
- Ensure that customer inquiries, concerns, and issues are addressed in a timely and efficient manner
- Analyze customer feedback and implement improvements to our customer support processes and procedures
- Collaborate with cross-functional teams to identify and address customer needs and concerns
- Create and maintain a knowledge base of common customer issues and resolutions
- Develop and maintain customer support metrics and reporting to measure customer satisfaction and team performance
- Build and maintain relationships with clients and stakeholders
- Continuously improve customer support processes and methodologies
- Identify and pursue business development opportunities
- Provide leadership and guidance to the customer support team
- Evaluate customer support team performance and make recommendations for improvements
- Ensure customer support best practices are followed and documented
To succeed, you will need a flexible skill set, including the ability to think strategically, execute tactically, and collaborate across many teams, levels, and situations.
- 12+ years of experience in customer support, with at least 5+ years in a leadership role
- Bachelor's degree in a related field, or equivalent experience
- Strong knowledge of customer support processes and methodologies
- Experience in leading and managing customer support teams
- Excellent communication and leadership skills
- Strong problem-solving and decision-making skills
- Proven track record of delivering excellent customer service and satisfaction
- Experience in building and maintaining client and stakeholder relationships
- Strong business acumen and ability to identify business development opportunities
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