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Director, Customer Support

Posted 19 days agoViewed

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💎 Seniority level: Director, 10+ years

📍 Location: US, Canada

💸 Salary: 148140 - 164600 USD per year

🔍 Industry: SaaS, telecom

🏢 Company: Tucows Inc.

⏳ Experience: 10+ years

🪄 Skills: LeadershipCross-functional Team LeadershipOperations ManagementStrategyCommunication SkillsAnalytical SkillsCollaborationProblem SolvingCustomer serviceAttention to detailOrganizational skillsPresentation skillsTime ManagementWritten communication

Requirements:
  • 10+ years of leading technical support teams across multiple geographic regions.
  • Experience in leading support teams in a B2B and/or B2B2C organization.
  • Experience in growing support teams in diverse regions.
  • Preferred experience in the SaaS or telecom industry.
  • Bachelor's degree in Business, Information Technology, or a related field.
Responsibilities:
  • Lead the Customer Support team and align strategy with department goals.
  • Develop, evaluate, and implement strategies to improve service delivery.
  • Ensure adequate training for the team across all Customer Care Pillars.
  • Evaluate Customer Support tools for automation and customer satisfaction.
  • Maintain procedures and tools to support department efficiency.
  • Create an environment promoting exceptional customer support and collaboration.
  • Lead support incidents and effectively communicate critical issues.
  • Establish key performance indicators for customer satisfaction and efficiency improvements.
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🔥 Director, Customer Support
Posted 19 days ago

📍 US, Canada

💸 148140.0 - 164600.0 USD per year

🔍 SaaS, telecom

🏢 Company: Tucows👥 1001-5000💰 $240,000,000 Post-IPO Debt over 1 year ago🫂 Last layoff about 2 months agoEmailWeb HostingDomain RegistrarMobileISP

  • 10+ years of leading technical support teams across multiple geographic regions.
  • Experience in B2B/B2B2C organizations.
  • Experience in growing support teams across regions.
  • Preferred background in the SaaS or telecom industry.
  • Bachelor's degree in Business, Information Technology, or a related field is required.

  • Lead the Customer Support team and strategy.
  • Develop, evaluate, and implement service delivery strategies.
  • Train the team on Customer Care Pillars for all segments.
  • Evaluate and implement customer support tools.
  • Maintain efficient department procedures.
  • Create a collaborative customer support environment.
  • Manage support incidents, communicating effectively with stakeholders.
  • Establish key performance indicators for customer satisfaction.

LeadershipPeople ManagementCross-functional Team LeadershipStrategyCommunication SkillsAnalytical SkillsCollaborationProblem SolvingCustomer service

Posted 19 days ago
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