Assistant Customer Support Director
3 weeks ago
Job Description – Assistant Customer Support Director
Reports To
Director of Customer Support
In-person positionSummary The Associate Customer Support Director works in tandem with the Director of Customer Support to ensure that our customers receive exceptional support and service. This role involves directly managing the Customer Support team in conjunction with Assistant Customer Support Directors and overseeing all Customer Support operations to achieve this objective.
Job Duties
- Oversee and direct activities of Customer Support specialists.
- Develop, implement, and continuously improve customer service policies and procedures.
- Handle complex and escalated customer service issues and ensure resolution.
- Monitor, analyze, and report on customer service performance and work with Director of Customer Support to develop plans to improve key performance indicators.
- Coordinate with other departments to resolve customer inquiries and complaints effectively and efficiently.
- Oversee training, mentoring, and developing customer support representatives and foster an environment where they can excel.
- Lead hiring and evaluation processes for customer support team members.
- Strategically plan with Director of Customer Support and manage customer support initiatives and projects.
Minimum Qualifications (Knowledge, Skills and Abilities):
- Bachelor’s degree in Business Administration or related field, or equivalent experience.
- Proven experience in a senior customer service position, preferably in a SAAS or home care industry position.
- Strong leadership and team management abilities.
- Excellent communication and interpersonal skills.
- Proficiency in customer service software, databases, and CRM tools.
- Ability to think strategically and to lead by example.
- Strong client-facing and communication skills.
- Advanced troubleshooting and multi-tasking skills.
- Experience in project management and implementation.
- Manual dexterity required to use desktop computer and peripherals
- Utilization of phone, [other software needed/required] and email to perform job functions
- Salary (determined by experience / skills)
- Medical insurance is covered in full for the employee (Medical, Dental and Vision)
- Company will provide laptop and other needed computer equipment.
About AxisCare
According to Pew Research, roughly 10,000 baby boomers turn 65 every day, and the American Society on Aging calculated that an American has a 70% chance of needing help with activities of daily living such as dressing, bathing, hygiene, etc. This has led to an unprecedented increase in Home Care agencies in the U.S. and abroad who strive to help those who have difficulty helping themselves, specifically offering non-medical (also referred to as non-skilled) services to seniors in their homes.
AxisCare was started in 2013 by industry leaders to help meet the demand for a more userfriendly and mobile-compatible solution. Our product is a web-based management platform that helps agencies manage CRM and marketing, Caregiver/Client scheduling, billing, payroll and much more. Headquartered in Waco, TX, AxisCare has clients in all 50 states as well as 6 other countries We are a fast-growing company seeking high-performing individuals looking for a fast-paced, autonomous working environment. We are an Equal Opportunity Employer and comply with ADA regulations as applicable.
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