Senior Director of Technical Support and Customer Services
4 hours ago
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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