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Customer Support Director
2 months ago
About the Role:
We are seeking a seasoned professional to lead our Customer Support functions, partnering with Customer Success to define customer support standards, processes, and team structure to design and drive the future of Customer Support at Conductor.
Key Responsibilities:
- Lead and coach a team of Customer Advocates and Technical Editors across the world, delivering exceptional service to our customers 24/5.
- Inspire, recruit and develop top talent team members who bring a customer-centric view to their everyday roles, with support from internal People function.
- Develop and implement processes and procedures that drive the effective and efficient operation of the Support team.
- Own escalated support issues. Formalize processes for incident management and escalation ensuring that production blocking issues are resolved rapidly.
- Define and manage the KPI's for the team. Focus on continuous improvement of the team performance and customer satisfaction by continually monitoring these key metrics.
- Conduct analyses to support leadership initiatives and to measure and elevate team performance in terms of effectiveness and efficiency, including periodic reports shared with the Executive team.
- Manage support tools (including Zendesk), track usage, and identify and implement best practices. Ensure key Support metrics are tracked and integrated with other Customer Success tools.
- Collaborate with other departments on strategic initiatives, improvement plans, and changes necessary to ensure quality customer experience.
Requirements:
- At least 3 years of prior experience in Customer Support within a B2B SaaS organization, preferably supporting enterprise customers.
- Minimum of 1 year people management experience.
- High impact leadership skills, including strategy, motivating and coaching others, driving urgency and results, and exhibiting empathy.
- Be able to deal with ambiguity, utilize robust problem-solving skills, demonstrate situational agility, manage parallel efforts, and communicate effectively through multiple channels.
- Previous experience as a customer support representative, customer success manager, or technical account manager.
- The ability to help design the future vision of a support organization while also supporting functional tasks and responsibilities.
- Proven capacity to reliably manage a variety of tasks and initiatives and set priorities effectively.
- A player-coach mentality.
- Experience with Salesforce and Zendesk or similar help desk software.
- Process oriented with exceptional organizational skills.
- Superior written and oral communication and social skills.
Preferred Qualifications:
- Experience with Google Analytics, Adobe Analytics, IBM Digital Analytics & Webtrends.
- Familiarity with HTML, XML, JavaScript, CSS and SQL.
- Experience in the SEO or digital marketing industry.
