The Director of Customer Support is responsible for leading and managing the customer support team to ensure exceptional service delivery and customer satisfaction. This role involves developing and implementing strategies to enhance customer support processes, managing team performance, and collaborating with other departments to improve the overall customer experience.
Leadership and Management:
Strategy and Planning:
Operations and Process Improvement:
Technical Engagement:
Customer Experience:
Reporting and Analysis:
Budget Management:
Bachelor’s degree in Business Administration, Management, Engineering or a related field. A Master’s degree is a plus.
Proven experience in a customer support leadership role, preferably in a similar industry.
Strong leadership and team management skills.
Excellent communication and interpersonal skills.
Ability to analyze data and make strategic decisions.
Proficiency in customer support software and tools.
Strong problem-solving skills and a customer-focused mindset.
Knowledge of industry best practices in customer support and service delivery.
Experience with systems and support platforms (e.g., Freshworks, Zendesk, Salesforce) preferred.
Experience in managing remote or distributed teams preferred.
Be part of an energetic team that is serious about delivering software to customers and cultivating our culture. We work awfully hard and are having a blast doing it. This team believes that what we are doing is a game-changer in the industry
Coffee bar with cold brew on tap and a full time barista
Standing desk (if you’re into that sort of thing)
Corporate events including food trucks, Top Golf and other shenanigans
Corporate office with co-working spaces, ping-pong tables, corn-hole boards, and Avalon around the corner
Benefits package including health care, paid time off, life insurance, 401k plan (with match), and gym reimbursement
Be part of a team recognized 4 years running as an AJC Top Workplace!
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