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Customer Support Director

2 months ago

Brentwood, Tennessee, United States VACO Full time
Job Title: Director of Customer Support

At Vaco, we are seeking a seasoned leader to oversee our customer support functions and drive exceptional service delivery.

Job Summary

The Director of Customer Support will be responsible for designing, building, and leading our customer support capabilities to meet the evolving needs of our diverse customer base.

This includes optimizing self-help resources, addressing customer inquiries, and scaling our support infrastructure to deliver exceptional service.

Key Responsibilities
  • Assume leadership of current non-branch customer support functions and optimize existing tools and processes.
  • Perform an assessment of customer support needs by product and platform within the first 60 days.
  • Propose and socialize a 18-24 month road map for technology and staffing needs to efficiently scale customer support.
  • Secure executive leadership and Board support for strategy and resources.
  • Coordinate with Third Party Risk Management/Vendor Management to source new service providers as needed.
  • Oversee implementation of solutions with support from the PMO.
  • Partner with HR/Recruiting to staff approved roles in line with budgeted timing.
Requirements
  • 10 years of customer support/contact center leadership experience, ideally in financial services or other regulated industries.
  • A track record of success at scaling an omni-channel customer support function, including technology selection, implementation, and staffing.
  • Significant experience with Salesforce solutions and best of breed contact center, telephony, live chat, and case management solutions that integrate with Salesforce.
  • Flexibility to optimize existing solutions and staff resources while building toward the target service platform.
  • Extensive experience with customer support staffing models geared toward established SLAs for acceptable speed of answer, handle times, response times, resolution times, etc.
  • Direct experience deploying BPO resources, either as primary customer support or workforce enhancement and familiarity with leading service providers.
  • Proven people leader who can clearly articulate priorities, set expectations, ensure technical competence, inspire teams to deliver their best, and ensure accountability for results.
  • A track record of partnering effectively with business and product leaders to ensure service support aligns with their needs.
  • Strong orientation toward metrics and continuous improvement.
  • Effective oral and written communication, including executive-quality slides, charting, and reporting.

Vaco is an equal opportunity employer and welcomes applications from diverse candidates.