Director, Customer Support

Posted 19 days agoViewed

💎 Seniority level: Director, 10+ years

📍 Location: US, Canada

💸 Salary: 148140.0 - 164600.0 USD per year

🔍 Industry: SaaS, telecom

🏢 Company: Tucows👥 1001-5000💰 $240,000,000 Post-IPO Debt over 1 year ago🫂 Last layoff about 2 months agoEmail Web Hosting Domain Registrar Mobile ISP

⏳ Experience: 10+ years

🪄 Skills: LeadershipPeople ManagementCross-functional Team LeadershipStrategyCommunication SkillsAnalytical SkillsCollaborationProblem SolvingCustomer service

Requirements:

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.

Responsibilities:

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.

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