- Develop and execute a customer support strategy aligned with company goals, prioritizing customer satisfaction, retention, and operational excellence.
- Lead, mentor, and scale customer support teams, fostering a culture centered on collaboration, accountability, and continuous improvement.
- Oversee daily operations across support channels, including email, chat, phone, and in-app support, ensuring timely resolution and high-quality 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 Customer Success, Product, Engineering, and Sales, to drive product and support improvements.
- Analyze support data and customer feedback to identify trends, root causes, and opportunities for process improvement.
- Design and optimize workflows, tools, and knowledge resources to support scalability.
- Manage support budgets, resource planning, and vendor relationships as needed.
- Handle escalated customer issues and critical incidents, ensuring prompt resolution.
- Partner cross-functionally to drive initiatives focused on automation, self-service, and proactive support.
Data AnalysisPeople ManagementOperations Management+4 more