Director Of Global Support Operations At Aiprm

Industry: Software as a Service (SaaS) in AI

Location: 100% Remote, 95% Async, 100% in Writing

About Us:

At AIPRM, we are redefining the future by embracing the most innovative AI-driven solutions. Our commitment to pushing the envelope is only surpassed by our dedication to exceptional customer support. As a Director of Global Support Operations, you'll be leading the team that is the heartbeat of our company, ensuring client satisfaction while driving operational efficiency across the globe.

Summary:

We are looking for a seasoned professional to helm our global 24x7 customer support and billing operations. Your proven track record in managing large teams across varying time zones is what we need to elevate our support services to unparalleled heights. If you are an adept leader capable of juggling multiple managerial responsibilities, from payroll to global recruitment initiatives, we invite you to be the cornerstone of our customer relations.

What You'll Do:

• Coordinate with the support agents in all timezones, help in escalations and troubleshooting
• Spearhead our global recruiting initiatives, focusing on talent acquisition and retention
• Implement and manage a 24x7x365 Customer Support shift system
• Develop, manage, and expand our global 24x7 customer support and billing support team
• Recruit or Develop and Lead Support Managers in 4 x 9 hour x 7 days shifts
• Foster a collaborative environment by liaising between support agents and cross-functional teams
• Be directly responsible to and work with the core AIPRM team in GMT-4 and GMT+1 timezone
• Manage Payroll, Freelancer Bills, and EOR partners for the global team

Requirements

Basic Requirements:

• Exceptional English communication abilities, both in writing and verbally
• At least 6 years of experience in working 24x7 shifts. We're looking for someone who's done the walk, not the talk
• Proven expertise in recruiting and managing support agent teams in all timezones
• At least 3 years of experience in developing and managing a Customer Support or BPO shift system
• Experience managing teams of at least 50 agents, preferably with Zendesk
• Experience with EOR partners

Preferred Qualities:

• Adept at performance metrics and KPI tracking for support teams
• Demonstrated ability to manage Payroll and Freelancer Bills in a global setting
• Strong analytical and problem-solving skills
• Experience in conflict resolution and customer satisfaction enhancement

Benefits

We invite outstanding candidates to submit their applications, consisting of a resume and a detailed cover letter that focuses on their experience in global support operations. Start your application with the code AIPRMDirectorCUS1, followed by the timezone where you live.

Please highlight any prior roles that closely match the responsibilities outlined, mentioning the duration and organization involved.

At AIPRM, we value innovation as much as we value customer satisfaction. Join us in our journey towards setting new standards in AI and customer support.

Let's make history, together!

Hey Recruiters! AIPRM does not engage with agencies or third party recruitment solutions for the roles we hire for. If at any point we need help, we'll let you know!