Director of Customer Support
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.
WHAT YOU’LL DO
Leadership and Management:
Lead, mentor, and develop a high-performing customer support team.
Set clear performance goals and provide regular feedback and coaching.
Foster a customer-centric culture within the team and across the organization.
Strategy and Planning:
Develop and implement customer support strategies aligned with company objectives.
Analyze customer feedback and support metrics to identify areas for improvement.
Collaborate with product, sales, and marketing teams to enhance the customer journey.
Operations and Process Improvement:
Oversee daily operations of the customer support department to ensure efficient and effective service delivery.
Implement and optimize support tools and technologies to improve team productivity.
Develop and refine support processes and policies to enhance customer satisfaction.
Technical Engagement:
Engage directly with technical aspects of support, including system monitoring and logging.
Collaborate with the team to proactively prepare for releases by understanding the product and identifying potential risks.
Act as a technical escalation point for complex customer issues, ensuring appropriate resolution.
Customer Experience:
Ensure timely and effective resolution of customer inquiries and issues.
Monitor customer satisfaction and develop initiatives to improve customer loyalty.
Act as an escalation point for complex customer issues and ensure appropriate resolution.
Reporting and Analysis:
Prepare and present regular reports on customer support performance and key metrics.
Use data-driven insights to make informed decisions and drive continuous improvement.
Budget Management:
Develop and manage the customer support budget, ensuring cost-effective operations.
Identify opportunities for cost savings and efficiency improvements.
QUALIFICATIONS
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.
PERKS
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!
Average salary estimate
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Are you ready to lead a dynamic team and make a real impact in customer service? As the Director of Customer Support at a cutting-edge company in Alpharetta, you will be at the heart of delivering exceptional service to customers. Your expertise will guide a talented support team through mentoring and development, ensuring that they are fully equipped to exceed performance goals and foster a customer-first mindset throughout the organization. You'll create and implement strategic support initiatives that align with the company's objectives, diving deep into customer feedback and performance metrics to continuously refine our processes. Collaboration is key – you’ll work closely with product, sales, and marketing to elevate the entire customer journey. Not only will you oversee daily operations and optimize tools for maximum efficiency, but you will also engage with technical aspects, acting as an escalation point for complex issues. Reporting on performance and utilizing data-driven insights to revolutionize our support strategies are vital components of your role as well. With an educational background in Business Administration or a related field and proven leadership experience, you’ll lead our customer support team with passion and innovation. Join us in creating memorable customer experiences while enjoying perks like a coffee bar, corporate events, and a top-tier benefits package. If you're seeking a vibrant work culture where your leadership can shine, this is the place for you!
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