Director of Customer Support Operations
3 weeks ago
Job Description: The Director of the Customer Service Center and Billing Team will oversee the people, process, and measurement of signing up prospective new customers who contact the center and addressing questions (e.g., scheduling a makeup) for existing customers. Additionally, this role will oversee the team responsible for billing customers and collecting fees on an ongoing basis.
Responsibilities:
- Build and analyze performance metrics to identify trends and drive continuous improvement initiatives.
- Partner with Customer Service and Billing Team managers in interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; recognizing and rewarding employees; corrective disciplinary procedures and practices, addressing complaints and resolving problems.
- Establish and deploy sales and retention targets and tactics for new customers.
Qualifications:
- Five years minimum in customer support operations leadership role.
- Experience building and managing through KPIs for customer support.
- Analytical skills to manipulate data to assess performance and productivity through key metrics.
Compensation: Competitive salary range: $120,000 - $180,000 per year, depending on location and experience.
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