Director of Customer Support

7 days ago


Bloomington, Illinois, United States Procurement Partners LLC Full time
Job Title: Director of Customer Support

We are seeking a seasoned professional to lead our customer support team at Procurement Partners LLC. As a Director of Customer Support, you will be responsible for ensuring our customers receive exceptional support and driving continuous improvements in customer satisfaction.

About the Role:

This pivotal role will report to the VP of Customer Experience and will be instrumental in scaling a high-performing customer support team. You will provide guidance, coaching, and mentorship to ensure exceptional service delivery and maintain key performance indicators (KPIs) to measure the effectiveness and efficiency of the support team.

Responsibilities:
  • Lead and scale a high-performing customer support team, providing guidance, coaching, and mentorship to ensure exceptional service delivery.
  • Maintain key performance indicators (KPIs) to measure the effectiveness and efficiency of the support team.
  • Partner with the VP of Customer Experience to develop and implement a comprehensive customer support strategy aligned with the company's overall business objectives.
  • Collaborate with peers to execute the long-term vision for customer satisfaction.
  • Implement initiatives to capture customer feedback, identify trends, and translate insights into actionable strategies.
  • Collaborate cross-functionally with Product and Technology teams to advocate for customer needs and contribute to product development roadmaps.
  • Drive continuous improvement initiatives within the support organization, leveraging data and feedback to enhance customer experience and streamline support processes.
  • Implement innovative solutions and technologies to optimize support operations.
  • Build and nurture customer relationships, serving as a key point of contact for escalated issues and critical customer concerns.
Requirements:
  • Bachelor's degree in business, Computer Science, or a related field.
  • Minimum of 7 years of experience in customer-facing roles, with at least 3 years in a leadership position.
  • Proven experience in a fast-paced, B2B SaaS environment.
  • Excellent problem-solving and strategic planning abilities.
  • Strong leadership and team management skills.
  • Outstanding verbal and written communication skills.
  • Prior experience in managing offshore teams is a plus.
  • Familiarity with customer service software, databases, and tools.


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