Director of Customer Support Operations

1 month ago


Provo, Utah, United States Torus, Inc. Full time
About the Role

We are seeking a highly skilled and experienced Director of Customer Support to join our team at Torus, Inc. As a key member of our organization, you will be responsible for building and leading a high-performing customer support team that delivers exceptional customer experiences.

Key Responsibilities
  • Develop and implement a customer-centric support strategy that aligns with our company's mission and values.
  • Build, manage, and motivate a team of customer support representatives and analysts to ensure timely and effective issue resolution.
  • Collaborate with cross-functional teams to identify and implement process improvements that enhance customer satisfaction and loyalty.
  • Monitor and analyze customer feedback and metrics to inform support strategy and drive continuous improvement.
  • Develop and maintain relationships with key stakeholders, including customers, sales teams, and product development teams.
  • Stay up-to-date with industry trends and best practices in customer support to ensure our team remains competitive and effective.
Requirements
  • 5+ years of experience in a customer-facing role, with a proven track record of building and leading high-performing teams.
  • Strong leadership and management skills, with the ability to motivate and develop team members.
  • Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and stakeholders.
  • Ability to analyze complex customer issues and develop effective solutions.
  • Experience with CRM systems and other customer support tools.
  • Strong problem-solving and analytical skills, with the ability to think critically and make sound decisions.
Preferred Qualifications
  • Bachelor's degree in a related field, such as business, communications, or a related field.
  • Experience in the energy storage or renewable energy industry.
  • Knowledge of Torus, Inc.'s products and services.
What We Offer
  • A competitive salary and benefits package.
  • Opportunities for professional growth and development.
  • A dynamic and supportive work environment.
  • The chance to work with a talented and passionate team.


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