Director Of Customer Support

We are looking for an experienced Director of Customer Support to provide excellent customer service and to promote this idea throughout the organization. The goal is to keep the department running in an efficient and profitable manner, to increase customer satisfaction, loyalty, and retention, and to meet their expectations. Customer Service is expected to continue pushing into the latest technology to leverage tools like AI and bots to deliver the best possible self service and seamless communication with customers possible.
Responsibilities

• Performs other related duties as assigned.
• Control resources and utilize assets to achieve qualitative and quantitative targets.
• Keep ahead of the industry's developments and apply best practices to areas of improvement.
• Improve customer service experience, create engaged customers, and facilitate organic growth.
• Adhere to and manage the approved budget.
• Recruit, mentor, and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment.
• Analyse statistics and compile accurate reports.
• Keep accurate records and document customer service actions and discussions.
• Maintain an orderly workflow according to priorities.
• Drafts, implements and executes policies and procedures to facilitate a quality customer service experience.
• Take ownership of customers' issues and follow problems through to resolution.
• Set a clear mission and deploy strategies focused toward that mission.

Requirements

• Awareness of the industry's latest technology trends and applications.
• Proficiency in English.
• Excellent knowledge of management methods and techniques.
• Experience in providing customer service support
• Strong client-facing and communication skills.
• Ability to think strategically and to lead.
• Zendesk and Intercom experience.
• Experience implementing AI solutions in customer service.
• Customer service orientation.
• Advanced troubleshooting and multi-tasking skills.
• Proven working experience as a Director of Customer Service in a remote environment setting.
• Working knowledge of customer service software, databases, and tools.

Benefits

• A comprehensive and paid onboarding process.
• Purpose-driven activities, we donate and participate in activities that promote giving and contributing to good causes.
• Learning budget annual benefits, which include a budget for personal development.
• Fun perks & monthly activities.
• Yearly Bonus.
• Free Credit Monitoring.*
• Health, vision, and dental benefits.
• 12 weeks of gender-inclusive paid Parental Leave.
• The freedom to work from anywhere around the world.
• 401k company match-up plan.*
• Paid conferences. We are big fans of continued growth.
• Some benefits apply to USA-based employees only.
• $1,500 equipment/home office allowance.*
• Unlimited PTO. Take time off when you need it. We trust you!
• Compassionate Leave, you'll have flexible paid bereavement leave, medical leave, and natural disaster leave.
• Unlimited meditation and mindfulness content through your Premium membership with Insight Timer.
• 1 month of free therapy with BetterHelp.
• Paid Holidays.