Senior Director, Customer Support

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Requirements:

• Bachelor's degree in Business Administration, IT, Computer Science or related field.
• 15+ years of Support experience including 10+ years of Leadership in high-growth, fast pace SaaS Companies.
• Strong leadership and management skills, with the ability to inspire and motivate teams to achieve goals and objectives.
• Excellent communication and interpersonal skills.
• Analytical mindset with the ability to leverage data and metrics to drive decision-making and continuous improvement.
• Experience with customer support technologies and tools (e.g., Chat, Zoom, Salesforce, AI, ticketing platforms) preferred.

Responsibilities:

• Develop and execute the overall customer support strategy aligned with the company's goals and objectives.
• Drive initiatives to enhance customer satisfaction, retention, and loyalty through exceptional support experiences.
• Collaborate with cross-functional teams to integrate customer feedback into product development and improvement processes.
• Lead, mentor, and inspire a team of customer support managers and representatives.
• Set clear objectives, provide regular feedback, and facilitate professional development opportunities for team members.
• Foster a culture of accountability, collaboration, and continuous improvement within the customer support organization.
• Develop and optimize support processes and workflows to ensure efficiency and effectiveness.
• Analyze data and trends to identify areas for improvement and implement solutions to enhance the overall support experience.
• Oversee the resolution of escalated customer issues and complaints, ensuring timely and satisfactory outcomes.
• Proactively engage with customers to gather feedback, address concerns, and identify opportunities to enhance the customer experience.
• Evaluate and implement customer support technologies and tools to streamline processes and improve productivity.
• Build out AI capabilities (QA Program, Chat, Email, Voice).