Director, Customer Support

The Director, Customer Support at PDI Technologies is responsible for leading a multi-tiered support team, managing both internal and BPO partners to ensure high-quality service delivery. You will own case management processes within Salesforce, handle critical escalations, report key support metrics, and partner with different departments to improve the customer journey.

To qualify for the Director, Customer Support role at PDI Technologies, candidates should have 6-10 years of customer support or service leadership experience. Experience managing teams that support both hardware and software products, along with expertise in Salesforce Service Cloud, is essential. Strong problem-solving and collaboration skills are also critical to succeed in this position.

As a Director, Customer Support at PDI Technologies, you will directly influence the customer experience by optimizing support workflows, mentoring team members, and ensuring that all support efforts align with the company’s goals for customer satisfaction and service excellence.

The work culture at PDI Technologies for the Director, Customer Support role is collaborative and inclusive, valuing authenticity and diversity. The company supports a healthy work-life balance and emphasizes continuous learning and professional development within a dynamic and supportive environment.

A Director, Customer Support at PDI Technologies can expect a well-rounded benefits package that includes a competitive salary, market-competitive benefits, a quarterly perks program, and opportunities for professional development and continuous learning, all designed to support overall well-being.

When describing your leadership style, emphasize how you prioritize teamwork and collaboration while also being hands-on with team development. Discuss how you empower your team members and create an environment that encourages open communication and innovation.

To improve customer satisfaction, outline strategies such as implementing feedback loops from customers, refining your team’s training programs, and utilizing key metrics to identify areas for improvement in processes and communication.

Share a specific scenario where you effectively handled an escalation, detailing your thought process, the resolution steps you took, and the positive outcome that resulted from your intervention.

Discuss your hands-on experience with Salesforce Service Cloud, highlighting any specific features you’ve utilized for case management and how it has helped improve your team's efficiency and service quality.

Explain how you would assess your team's training needs and implement continuous improvement programs, focusing on building a knowledge base that empowers team members and enhances their ability to resolve customer issues.

You can explain how regular cross-departmental meetings, shared metrics, and collaborative project initiatives help build strong relationships and improve customer service delivery through aligned efforts.

Discuss key performance indicators such as SLA adherence, customer satisfaction scores, first response time, and ticket resolution metrics that give insight into both team performance and customer experience.

Mention how you actively seek out industry publications, attend webinars, and participate in professional networks which helps you gain insights on emerging trends and innovative practices in customer support.

Share a specific instance when you identified an inefficiency, the changes you suggested or implemented, and how that positively impacted both customer experience and team performance.

Identify potential challenges such as managing high call volumes or maintaining team morale, and discuss how proactive strategies like regular team check-ins, performance recognition, and workload balancing can help address these issues.