Tucows · 9 hours ago

Director, Customer Support

United States

Full-time

Remote

Director/Executive

$148K/yr - $165K/yr

10+ years exp

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Comp. & Benefits

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Responsibilities

Lead the Customer Support team and strategy to align with department goals and vision

Develop, evaluate, and implement strategies to identify opportunities and improve service delivery

Responsibility for ensuring the team is adequately trained to support all Customer Care Pillars, and all customer segments

Evaluate Customer Support tools in support of automation, self-service, omni-channel support or improvement of customer satisfaction

Implement and maintain procedures and tools that support department efficiency

Create an environment that promotes exceptional customer support, collaboration, communication and teamwork within the department and cross-functionally

Lead support incidents and critical issues, effectively communicating to the business and owning the interaction between customers, product and engineering

Establish key performance indicators measuring customer satisfaction and support efficiency to make the necessary improvements

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Technical support leadershipSaaS experienceTelecom industry experienceProcess developmentResource allocation