Director of Customer Support

Job Overview:

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

What will qualify you for this role?:

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