Director of Customer Support
il y a 3 semaines
It's fun to work in a company where people truly BELIEVE in what they're doing
- We're committed to bringing passion and customer focus to the business._
The Director of Customer Support will be accountable to establish for the region an optimal customer service strategy and operation so they can maintain positive relationships with their customers, operate the support service efficiently and improve the customer experience. This role will be reporting to the VP of Global Customer Support, to establish standards and objectives for customer service.
Key Responsibilities
- Build regional customer service organization that provides business and technical support services by developing the existing team and recruiting new talent on a regular basis; focusing on day to day execution of the team and delivery of a customer centric support service.
- Hire and retain high quality customer service staff, while providing direct and indirect leadership and guidance through all aspects of performance management.
- Lead the regional support team with a strong leadership presence; guiding through execution and support the staff with correct and insightful decision making
- Coach and leverage the regional Support leadership team with clear and impactful communication, energizing and motivating the team
- Oversee all customer relations for customer problems that are escalated to your attention. This includes developing action plans for escalated customer problems, informing customers of the plans, and keeping customers apprised of the progress.
- Have an innovative approach to resolving operational and service gaps with a fix forward attitude
- Manage KPIs related to team performance, customer success, escalated accounts, potential escalations, and other important measurements
- Drive the delivery of RCAs to customers, ensuring that the input provided by Product/TechOps in the JIRA(s) is combined into a professional customer facing document
- Write RCAs
- Provide leadership and facilitate open communication between Customer Support, Product Management/Engineering, Client Success, Professional Services, and Partner groups to diagnose and resolve technical issues
- Act as a senior-level escalation point for customer issues and communicate status updates to internal and external stakeholders including C-level executives.
- Regularly meet with customers to understand their needs and develop support plans
- Develop and manage a portfolio of advanced support offerings such as paid-Support (Premium/Platinum) programs.
Requirements/Skills
- Experience working with executives
- Able to influence decision making both internally and externally with customers
- 6-10 Years of experience as a leader in Customer Support Delivery and Operations.
- 6+ Years of experience engaging Customer Support operationally with Product, Engineering, Training, Professional Services and Sales functions
- Excellent interpersonal and customer care skills
- Ability to work under pressure and high workload
- Good accurate record keeping abilities - detail oriented
- Experience in financial services or fintech support familiarity with institutional support a plus
- Robust familiarity with ServiceNow or similar support centric tools (i.e. Zendesk, Kustomer, Salesforce)
- Excellent listening and communication skills, coupled with strong interpersonal and relationship management skills
- Ability to motivate others to do complicated tasks and fulfill their potential
- Adaptability to manage uncertainty; balancing multiple competing objectives and timelines, and making sensible compromises to push your team forward. Ability to take on new initiatives and build them into the customer service team’s workflow.
- Problem solver, creative thinker, and not afraid to experiment
- Relevant Bachelor’s degree or better; preference for computer science or related degree.
- Prior experience in managing multi-location Customer Support centers across the US/Europe.
- Flexibility to accommodate global conference call hours.
- 30% International travel
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