Senior Director, Customer Support

POSITION OVERVIEWAs the Senior Director of Customer Support, you'll ensure teams are delivering a consistent, high-quality customer experience and improving that service experience and interactions. You'll also work in tandem with the CX leaders to tackle customer-focused initiatives and review and revise success initiatives towards reducing churn and driving upgrades. Also, you’ll establish metrics and measure/analyze/report on Support, Success, and Customer activity. You’ll resolve team personal issues and customer escalations while providing job improvement coaching, career-pathing, and hiring for Support & Success. Last but not least, you’ll develop new customer experience projects with internal teams (primarily Sales, Product, Dev, & Finance).
RESPONSIBILITIES-Oversee the hiring, orienting, and training of customer support staff and vendors to ensure a capable workforce-Develop and implement customer support policies, procedures, and regulations necessary for ensuring a satisfied customer base-Communicate with customers to identify their need/expectations and make appropriate adjustments to meet those needs-Follow up with customers to ensure they receive optimal value from purchased products/services-Handle complex customer issues by analyzing them to come up with solutions effective in addressing customer complaints-Provide customers with updates and periodic statements on service developments and changes in trends-Establish communication channels through which customers can send in their feedback or challenges for prompt resolution-Analyze customer support data and statistics to obtain results useful in taking key business decisions-Organize programs for customer support staff to update their job knowledge and enhance their skills-Maintain proper record of all customer support operation and activities for reference purposes-Assign and designate job territories to customer support staff according to their performance and history-Conduct surveys to determine the opinion of customers regarding their products/services-Participate in educational workshops to stay up-to-date on developments in the industry
KNOWLEDGE, SKILLS, AND ABILITIESRequired:-Minimum of 12 years of experience working in a fast-paced environment-Ability to work independently, as well as in a team environment-Advanced software knowledge and skills-Analytical and problem-solving abilities, with keen attention to detail-Self-motivated and direct, with the ability to effectively prioritize and execute tasks in a high-pressure environment-Minimum 7 years, experience in managing a global customer care team supporting technology products-Strong customer service orientation-Operations experience-Proven ability to lead a progressive and compassionate customer support group-Ability to communicate technical concepts to technical and non-technical audiences-Ability to manage multiple concurrent projects and motivate professional staff-Broad knowledge of data processing systems, concepts, and methodologies-Must be fluent in written and spoken English