Director of Customer Support
virtual vocationsNew York, NY
Director of Customer Support
L7
virtual vocationsNew York, NY4 days ago
Occupations
Customer Service RepresentativesComputer and Information Systems ManagersFirst-Line Supervisors of Office and Administrative Support WorkersLeading the global service delivery operations, the full-time salaried Director of Customer Support will manage Tier 2 and Tier 3 support teams, ensuring efficient technical support delivery while collaborating with Engineering and Product teams, and may work remotely or onsite.
Key responsibilities:
Oversee advanced technical support delivery, ensuring teams are equipped to resolve complex inquiries efficiently
Act as the primary liaison between Customer Support and Product/Engineering, using support data to influence product improvements
Manage team performance against key metrics, focusing on customer satisfaction and resolution ratesRequired qualifications A minimum of 5 years of senior leadership experience in a high-volume customer or technical support center
Proven experience in a SaaS environment, with a strong understanding of Small and Medium-Sized Businesses (SMBs)
Strong capability in managing partnerships with technical groups, including Engineering and Product
Demonstrated ability to lead diverse teams across multiple locations, including onshore and offshore
Experience in collaborating with business process outsourcers (BPOs) to ensure high-quality service outcomes
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Level
ManagerL7
Location
New York, NY
Occupation
Customer Service Representatives
Industry
Custom Computer Programming Services
Posted
4 days ago
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