Senior Director of Technical Support and Customer Services

4 weeks ago


Middlebury, United States Avero Full time
Job Description

The Senior Director of Technical Support and Customer Services will lead the services team in delivering industry-leading customer satisfaction and loyalty. This role requires a strong understanding of RV Electrical systems, experience managing technical support teams, and the skills to drive high customer satisfaction.

Responsibilities:

  • Lead a team of Technical Support and Services team-members.
  • Management and product enablement/coaching.
  • Lead the Services team to adopt industry standards and best-practices to achieve operational efficiency.
  • Design and implement processes, systems, and structures to deliver high-quality customer results.
  • Deliver global enterprise-class technical support services via phone and e-support.
  • Establish and communicate KPIs and measurements across the services organization.
  • Identify gaps and present solutions to align with organizational goals.
  • Responsible for creation, management, and oversight of Technical Support SLAs and adherence.
  • Manage the support ticketing tool and support processes.
  • Partner with Engineering, Customer Success, Sales, and Implementation to ensure strong client sentiment.
  • Act as executive sponsor for Support and Services related escalations.
  • Drive growth of team members, productivity, and retention through training and education programs.
  • Own the overall customer support experience program and drive continuous improvement.
  • Create a support experience delivering a competitive advantage and value to customers.
  • Lead and develop a strong team of support and service professionals.
  • Develop operations-related plans, budgets, policies, and procedures to achieve customer satisfaction objectives.

Qualifications:

  • Extensive experience in transforming processes to change outcomes.
  • Deep expertise in building teams, scalable processes, and metrics-based management.

Ideal pay range would be within $90k-$120k.



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