Director, Customer Support

What you'll do:

• Lead the global Customer Support team which includes onshore, nearshore, offshore resources.  Team members are located remotely as well as onsite.
• Drive initiatives for new and existing customers to influence customer retention and revenue growth
• Work with business process outsourcers to ensure exceptional customer experience while balancing cost effectiveness
• Manage the overall team performance including customer satisfaction scores, first contact resolution, handle time and upsell/cross-sell metrics 
• Analyze departmental performance and provide proposals on improvement plans
• Act as escalation point for customer issues that are of a highly sensitive and timely nature
• Provide recommendations to leadership in the development, implementation and evaluation of new or existing operations policies, procedures, programs and standards to support company objectives
• Review volume forecast and staffing plans in partnership with Workforce Management and Finance to meet service levels and business objectives
• Collaborate Cross functionally on strategic initiatives supporting Corporate and Customer Support goals and objectives with Customer Success, Product, Marketing, Sales and IT
• Partner with the Learning and Enablement Team on programs to develop the leadership skills of the Customer Support organization
• Establish objectives, conduct performance evaluations and provide coaching to people leaders
• Meet directly with frontline teams to understand challenges and opportunities in improving service delivery to our customers
• Partner with the Recruiting Team to ensure alignment with the business objectives related to interviewing and selection of new hires and people leaders
• Support people leaders on resolving employee relations issues by working with HR to understand, resolve and accurately document issues
• Work with HR to understand employee impact as a result of policy change
• Make decisions and solve problems by analyzing information and evaluating results to optimize customer service and satisfaction.
• Communicate department and company goals across all levels of employee to create buy-in and foster a sense of purpose

Who you are:

• A minimum of 5 years of senior leadership experience in a high-volume, multi-channel customer support center
• Previous experience working in a SaaS environment
• Strong understanding of SMBs, who they are, and verticals within
• Successful experience delivering measurable results in a world class customer service organization
• Proven ability to lead teams and manage frontline team leaders; excited to provide development support to these employees
• Strong written, verbal, analytical and interpersonal skills
• Ability to coach and motivate others with high influencing skills
• Demonstrated ability to work independently, take initiative, problem solve and handle multiple tasks with ease, while maintaining strong strategic focus on continuous improvement and consistency in customer service
• Experience in managing vendor/outsourcing relationships
• Experience building partnerships with other parts of the organization including IT, Marketing, Sales and Product