Director, Customer Support

Bottomline is at the forefront of digital transformation. We are a growing global payments leader uniquely equipped to address the changing needs of how businesses pay and get paid. Our culture of Working with and for each other enables us to delight our customers. We empower our teams to think like owners driving customer satisfaction, helping them grow their business and win in their markets.

We are looking for a Director of Customer Support to innovate, win, and grow with us.

As a key leader in the Global Customer Success team, you are an innovator delivering delight and an exceptional customer experience by overseeing all service requests from customers, which includes both the Payer and Vendor side of our growing payments network.

You should be an expert at evaluating teams and individual performance relative to service levels, efficiency, effectiveness, and customer satisfaction.  You will lead projects to improve operations, drive efficiencies, and innovate new capabilities to elevate service delivery, while delivery daily service results.

You’ll lead support escalations with cross-functional partners in the Paymode-X segment, and other necessary services to ensure a high level of customer satisfaction – as well as provide regular customer feedback to cross-functional leaders. 

How you’ll contribute:

• Lead the Customer Support team to deliver higher levels of performance and customer delight while achieving SLA and efficiency targets
• Lead programs to improve Customer Experience, Support KPIs, and efficiency across support channels
• Measure team and individual performance closely, communicating performance to all relevant stakeholders
• Coach the entire Customer Support team to develop skillsets and drive career growth
• Manage the timely resolution of all Customer issues and inquiries, including leading the cross functional resolution of escalated issues
• Work closely with Product on new features, portal improvements, and other innovations that will improve customer delight and support team efficiency.
• Develop and strengthen relationships across Paymode-X to ensure Customer Support always has a strong voice in the room
• Be a leader and role model of Bottomline’s values-based, customer-centric culture

What makes you a strong candidate:

• Experience at leading a global call center of 20+ team members, preferably in SaaS and/or Payments
• Effective at training and coaching managers and support professionals
• Strong ability to effectively forecast requisite support capacity to meet service levels
• Adept at managing multiple priorities with excellent organization and problem-solving skills
• Change agent who effectively influences others to support improvements and innovations to achieve exceptional customer experience
• Experience with Salesforce.com or other Support/CRM platforms and reporting tools
• Highly analytical and data-driven
• Experience with business intelligence tools, and experience with ITIL or Six Sigma is a plus

You’ll love Bottomline because in everything we do we seek to delight our customers and we are passionate about building a company of which we can all be proud. This starts with building amazing teams filled with team members that challenge you every day.

Start your #LifeAtBottomline