Director Customer Support

As the Head/Director of Customer Support, you will play a crucial role in ensuring excellent customer satisfaction by developing and implementing customer support strategies. Your responsibilities will include: - Leading, mentoring, and managing the customer support team to address customer inquiries, concerns, and issues efficiently. - Analyzing customer feedback to implement improvements in customer support processes and procedures. - Collaborating with cross-functional teams to identify and address customer needs and concerns. - Creating and maintaining a knowledge base of common customer issues and resolutions. - Developing and maintaining customer support metrics and reporting to measure customer satisfaction and team performance. - Building and maintaining relationships with clients and stakeholders. - Continuously improving customer support processes and methodologies. - Identifying and pursuing business development opportunities. - Providing leadership and guidance to the customer support team. - Evaluating customer support team performance and making recommendations for improvements. - Ensuring that customer support best practices are followed and documented. To qualify for this role, you will need: - 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 the ability to identify business development opportunities.,