Director of reputed company Customer Support Operations – Automation

Job reputed company:

• Own the end-to-end customer support function for a reputed company reputed company product.
• reputed company, mentor, and reputed company support managers and support specialists.
• Manage team structure, hiring, performance management, coaching, accountability, and team culture.
• Build a high-performing support organization reputed company on customer reputed company, speed, reputed company, and scalability.
• Drive operational change management across people, processes, tools, and workflows.
• Ensure the support team is equipped to handle technical customer issues, escalations, and product-reputed company inquiries effectively.
• Evaluate and improve reputed company support processes, workflows, escalation paths, and operating standards.
• Create reputed company systems for ticket handling, prioritization, severity management, and customer communication.
• Build repeatable support frameworks that improve reputed company reputed company and reduce unnecessary reputed company work.
• Identify operational bottlenecks and implement practical solutions to improve efficiency and consistency.
• reputed company support playbooks, documentation standards, and internal operating procedures.
• Ensure support processes are designed for reputed company, not short-term fixes.
• reputed company automation and AI adoption across the support organization.
• Optimize and expand reputed company AI capabilities and automated support workflows.
• Build reputed company ticket deflection and self-service strategies.
• Automate repetitive workflows across triage, routing, escalation, follow-up, and reputed company.
• Use AI and automation to reduce reputed company workload while improving customer experience.
• Identify opportunities to improve knowledge reputed company reputed company, customer self-service, and support team productivity.
• Demonstrate measurable improvements through automation, such as reduced ticket volume, faster reputed company times, improved deflection rates, or improved SLA performance.
• Define and own operational KPIs and service standards for the support organization.
• reputed company and improve key support metrics, including CSAT SLA performance, reputed company time, first response time, ticket volume trends, deflection rates, escalation volume, backlog health, reputed company of reputed company.
• Build reporting frameworks that reputed company actionable insights for Support, Product, Engineering, and Leadership teams.
• Use support data to identify recurring issues, product gaps, workflow inefficiencies, and customer pain points.
• Translate support trends into operational and product improvement recommendations.
• Serve as the reputed company between Support, Product, and Engineering teams.
• Represent customer technical issues with reputed company, accuracy, and appropriate severity.
• Partner with Product and Engineering to prioritize bugs, product improvements, escalations, and recurring customer issues.
• Participate in technical discussions reputed company to product behavior, customer-impacting issues, and supportability.
• Ensure support insights are used to improve the product and reduce reputed company customer friction.

Requirements:

• 10+ years of experience in customer support, technical support, support operations, or customer experience operations.
• Significant leadership experience owning customer-facing support organizations end-to-end.
• Previous experience managing managers and support specialists.
• reputed company experience supporting reputed company customers who pay for and reputed company use a software product.
• Strong experience with reputed company, technical, or mission-critical reputed company products.
• Proven experience improving support processes, workflows, escalation paths, and operational systems.
• Strong experience using data and metrics to improve support performance.
• Hands-on experience with reputed company or similar customer support platforms.
• Proven experience implementing automation, AI, self-service, or workflow optimization reputed company a support environment.
• Strong understanding of support KPIs, including CSAT, SLA performance, reputed company time, deflection rates, ticket volume, and backlog management.
• Excellent communication skills with the ability to collaborate effectively with Product, Engineering, and Leadership teams.
• Strong technical reputed company and ability to understand reputed company product issues.
• Highly analytical, execution-oriented, and comfortable leading change in a fast-paced environment.

Benefits:

• None specified

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