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Customer Support Director

2 months ago

Plano Texas, United States XperiencOps Inc Full time

About XperiencOps Inc

XperiencOps Inc is a high-growth software company providing cutting-edge solutions to Fortune 500 companies. We specialize in IT Operations observability, data operations, and automation.

Job Overview

As the Customer Support Director at XperiencOps Inc, you will be a working manager responsible for leading and managing our customer support team to ensure the highest level of service delivery. This role requires a proactive leader who can effectively manage a team, directly contribute to resolving customer issues, and maintain strong customer relationships.

Key Responsibilities

  • Team Leadership: Lead, mentor, and manage a team of customer support professionals, fostering a culture of excellence and continuous improvement.
  • Customer Engagement: Act as the primary point of contact for escalated customer issues, ensuring timely and effective resolution.
  • Jira Service Management: Utilize Jira Service Management to manage support tickets, workflows, and reporting. Ensure the team is fully trained and proficient in using the platform.
  • Hands-On Support: Directly participate in the resolution of complex customer issues, providing technical guidance and support to the team as needed.
  • Reporting & Analytics: Monitor and report on key performance metrics, using data-driven insights to improve support operations.
  • Customer Satisfaction: Continuously monitor customer feedback and satisfaction levels, implementing strategies to improve overall customer experience.

Requirements

  • Qualifications: Bachelor's Degree in a related field (e.g., Computer Science, Information Technology, Business Administration).
  • Experience: 5+ years of experience in a customer support role within a software environment, with at least 2 years in a lead or manager position.
  • Skills: Experience with Jira Service Management or similar customer support tools. Proven experience in leading and developing high-performing teams. Excellent communication skills, both written and verbal, with the ability to engage with customers and internal stakeholders at all levels.
  • Personal Qualities: Customer-focused, with a passion for delivering exceptional service and building strong customer relationships.

Benefits

  • Competitive Compensation: Competitive salary, benefits, and equity package.
  • Opportunity to Work with a Cutting-Edge Company: Opportunity to work with a high-growth software company in a dynamic and fast-paced environment.
  • Collaborative Team Culture: Collaborative and innovative team culture.
  • Professional Development: Professional development and growth opportunities.