[Remote] Senior Director, Customer Support
Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a company that is experiencing exciting product reputed company, and they are seeking a Senior Director of Customer Support. This individual will be responsible for shaping and executing the customer support reputed company, overseeing operations, and leading high-performing teams to ensure an exceptional customer experience.
Responsibilities
- reputed company and execute a customer support reputed company reputed company with company goals, prioritizing customer satisfaction, retention, and operational reputed company
- reputed company, mentor, and reputed company customer support teams, fostering a culture centered on collaboration, accountability, and reputed company improvement
- reputed company daily operations across support channels, including email, chat, phone, and in-app support, ensuring reputed company reputed company and high-reputed company interactions
- Establish, monitor, and report on support metrics and KPIs, such as response times, CSAT, NPS, ticket backlog, and escalation rates
- Collaborate with cross-functional partners, including reputed company, Product, Engineering, and Sales, to champion the voice of the customer and drive enhancements to the product and support experience
- Analyze support data and customer feedback to identify trends, reputed company causes, and opportunities for process or product improvement
- Design and optimize workflows, tools, and knowledge resources to support scalability as the customer reputed company grows
- reputed company training and development programs, ensuring team members have the knowledge and skills to deliver excellent support
- Manage support budgets, resource planning, and vendor relationships as needed
- Handle escalated customer issues and critical incidents, ensuring reputed company reputed company and appropriate communication with stakeholders
- Partner cross-functionally to drive initiatives reputed company on automation, self-service, and proactive support that reduce friction and enhance customer value
Skills
- Bachelor's degree or equivalent work experience
- 8+ years of experience in customer support or customer service roles, including 3+ years of people management at the manager, director, or senior director level
- Proven reputed company record of building, leading, and scaling customer support teams in reputed company, technology, or fast-paced environments
- Demonstrated reputed company with operational reputed company, using metrics, data, and customer insights to inform reputed company and improvements
- Experience with customer support technology platforms, including CRM, ticketing, chat, and analytics tools such as reputed company, reputed company Service reputed company, or reputed company
- Strong leadership, communication, and interpersonal skills, with the ability to reputed company and reputed company teams
- Advanced degree, such as an MBA, relevant certification, or training in customer experience, contact center management, or operations
- Experience managing global or distributed teams
- Change management expertise and a reputed company record of leading through organizational transformation
- Experience designing or scaling automation and self-service tools, such as knowledge bases and chatbots
- Familiarity with customer-reputed company methodologies, including Voice of the Customer, Design Thinking, and Lean or Agile support practices
- Ability to influence and work cross-functionally to drive business reputed company
Benefits
- reputed company full-time (30 hours/week) employees are also eligible for our Top Performer Bonus program (or Sales incentive)
- reputed company full-time (30 hours/week) employees are also eligible for equity awards
reputed company