Director, Customer Support Job Description Template
Our company is looking for a Director, Customer Support to join our team.
Responsibilities:
- Support the knowledge base tool to maximize efficiency and easy access to customer specific content;
- Handle customer inquiries and interactions with Customer Success teams;
- Occasional travel to meet face to face with large and strategic customers in partnership with Success, Engineering and other key internal partners;
- Manage and execute Call Quality Management Program;
- Inform client implementation processes and adhere to or improve our best practices;
- Produce at/above user satisfaction targets;
- Lead special projects around new technology and systems integration, as needed;
- Deliver regular reports that provide qualitative and quantitative descriptions of business performance;
- Ensure that direct reports have the resources, information, and processes necessary to deliver effective technical solutions to our customers;
- Build the team playbook outlining the team’s role, responsibilities, governance structure and engagement framework with cross-functional teams;
- Manage workflows and schedules for direct reports and ensure adequate workload coverage;
- Hire, train and build a world-class customer support team;
- Effectively represent the Support department on cross-organizational teams to deliver on organizational objectives;
- Serve as a manager, mentor, knowledge resource, and escalation point for support agents ; Build credibility and trust within the support group;
- Identify and work around roadblocks; influence and creatively address conflicts of priorities, beliefs or interests.
Requirements:
- Experience in health care preferred but not required;
- Always learning, approaches each interaction with open mind, great listener and hands-onAbility to move fast and drive business value and results;
- Ability to motivate employees and lead by example;
- Ability to attract, hire and retain high-performing support professionals;
- Proven ability to manage timelines and balance multiple deadlines;
- Ability to work cross-functionally to resolve user issues;
- Previous experience working in a software environment a plus;
- Excellent written and verbal communication skills;
- Experience with support tools and phone systems;
- BS or BA required. MBA strongly preferred;
- Must be a strong leader, influencer, motivator, and decision-maker with demonstrated ability to work effectively with people at all levels;
- BA or BS or equivalent experienceMinimum of 10+ years of managing technical support professional experience in SaaS company;
- Senior level experience in an operations environment, including management or supervisory experience;
- Ability to successfully communicate and coordinate with departments across the organization;
- Demonstrated experience in contact center operations including building a team, managing a CRM, strategy and execution of new policies and procedures.