Director of Global Support
July 24
Description
• Develop and implement a comprehensive global support strategy that aligns with the company's objectives and customer needs. • Lead, mentor, and scale a high-performing global support team across multiple regions, ensuring they are equipped with the necessary skills and resources. • Establish and monitor key performance indicators (KPIs) for the support function, including response times, customer satisfaction scores, and issue resolution rates. • Collaborate with the product and engineering teams to identify and address recurring customer issues, contributing to product improvement and customer success. • Manage and optimize support channels (email, chat, phone, social media) to ensure customers receive timely and effective assistance. • Foster a customer-centric culture within the team, emphasizing the importance of proactive support and customer advocacy. • Oversee the development and maintenance of support documentation, including FAQs, knowledge bases, and training materials. • Negotiate and manage contracts with external support vendors and partners, ensuring they meet our service standards and cost objectives. • Stay abreast of industry trends and best practices in customer support, incorporating innovative ideas and technologies to enhance service delivery.
Requirements
• Minimum of 10 years experience in customer support or service roles, with at least 5 years in a leadership position managing global teams. • Proven track record of developing and executing successful support strategies in a global context. • Deep understanding of customer support technologies and platforms, including cloud platforms like AWS or Azure, ticketing tools, and communication software. • Analytical mindset with the ability to interpret data, identify trends, and make data-driven decisions. • Flexibility to work across different time zones. • Should have the ability to work with customers to troubleshoot and resolve complex software issues • Have hired and trained support teams • Built support Processes of 24/7 availability. • Built dashboards and analytics for business review • Built and enforced Incident Management systems
Benefits
• 💻 Remote First Policy • 🏥 Medical/Dental/Vision Insurance • 🏝 PTO & Holidays • ✨ Life Insurance
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