Customer Support Strategist

5 days ago


Atlanta, Georgia, United States CrunchTime Full time
CrunchTime: Transforming Restaurant Operations

We are seeking a visionary leader to oversee our global customer support operations. Reporting directly to the Chief Customer Officer, the successful candidate will design and execute customer support strategies that ensure unparalleled customer satisfaction and retention.

About the Role
  • The ideal candidate will provide strategic direction and leadership to the global customer support team, fostering a culture of excellence and continuous improvement.
  • Develop and implement customer support strategies aligned with company goals and customer needs, leveraging industry best practices and innovative technologies.
  • Oversee day-to-day operations of the support organization, including ticketing systems, service level agreements (SLAs), escalation processes, and performance metrics.
  • Serve as the voice of the customer within the organization, championing customer-centric initiatives and driving cross-functional collaboration to resolve issues and enhance product offerings.
Required Skills and Qualifications
  • Minimum 10 years of progressive experience in customer support or customer success roles within the cloud software industry, with at least 5 years in a leadership position that oversaw a team of at least 10.
  • Deep understanding of cloud-based software solutions, SaaS platforms, and IT infrastructure.
  • Proven ability to inspire and lead a large, geographically dispersed team, with strong decision-making, problem-solving, and conflict resolution skills.
  • Passion for delivering exceptional customer experiences and a strong commitment to customer advocacy.
Benefits
  • A competitive salary of $150,000 per year, based on industry standards and location.
  • Flexible PTO, paid company holidays, and yearly team off-sites.
  • Medical, dental, and vision benefits, as well as basic and voluntary life insurance.
  • 401k employer match and wellness benefits, including Headspace, OneMedical, and Gympass.


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