Director, Customer Support Services

As a CSO Senior Leader at TriNet in India, you will lead mixed operations within the Customer Success and Operations working environment, supporting customers internally and externally via cases, service orders, email, and chat during US business hours. You will oversee operations centers with back-office, data entry, and overnight support activities, as well as customer success activities including issue resolution, escalation management, and work prioritization. This role requires a blend of leadership, technical, and interpersonal skills to navigate PEO challenges, deliver top customer satisfaction, and optimize operational efficiency. **Key Responsibilities:** - Direct and perform all management responsibilities leading a team of managers, consultants, and specialists to support customer inquiries efficiently and effectively via phone, email, chat, and service cases - Recruit/develop high performing team members, set clear expectations, provide timely feedback on individual and team performance, and take corrective action when necessary - Apply cutting-edge thought leadership to the customer support center, staying on top of market trends, competitor behavior, and opportunities to enhance service offerings - Assist in leading customer escalations resolution through executive escalation points - Drive new process development and training for colleagues - Drive workforce management best practices, customer satisfaction and retention results, and ensure adherence to schedules, SLAs, OLAs, and KPIs - Partner with the management of other TriNet teams to help drive creative, compliant, and customer-focused solutions and services - Provide ongoing education and information to the team on new TriNet products, services, processes, and systems - Alert the organization to key internal and/or external business concerns and trends that affect business results, and partner with the management of other TriNet teams to help drive creative, compliant, and customer-focused solutions and services **Qualifications:** - **Education:** Bachelor's Degree in Human Resources or business - Required, Master's Degree in Human Resources or business - Preferred - **Work Experience:** Typically 3+ years of Management experience - Required, Typically 3+ years of PEO industry experience - Preferred, Typically 3+ years of Customer Service experience - Required In this role, you will work in a clean, pleasant, and comfortable office work setting. Please note that this position is 100% in-office.,