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Director of Global Support

Remote, USA
Customer Service

What you will do:

  • Develop and implement a comprehensive global support strategy that aligns with the company's objectives and customer needs.
  • Lead, mentor, and scale a high-performing global support team across multiple regions, ensuring they are equipped with the necessary skills and resources.
  • Establish and monitor key performance indicators (KPIs) for the support function, including response times, customer satisfaction scores, and issue resolution rates.
  • Collaborate with the product and engineering teams to identify and address recurring customer issues, contributing to product improvement and customer success.
  • Manage and optimize support channels (email, chat, phone, social media) to ensure customers receive timely and effective assistance.
  • Foster a customer-centric culture within the team, emphasizing the importance of proactive support and customer advocacy.
  • Oversee the development and maintenance of support documentation, including FAQs, knowledge bases, and training materials.
  • Negotiate and manage contracts with external support vendors and partners, ensuring they meet our service standards and cost objectives.
  • Stay abreast of industry trends and best practices in customer support, incorporating innovative ideas and technologies to enhance service delivery.

What you bring:

  • Minimum of 10 years experience in customer support or service roles, with at least 5 years in a leadership position managing global teams.
  • Proven track record of developing and executing successful support strategies in a global context.
  • Deep understanding of customer support technologies and platforms, including cloud platforms like AWS or Azure, ticketing tools, and communication software.
  • Analytical mindset with the ability to interpret data, identify trends, and make data-driven decisions.
  • Flexibility to work across different time zones.
  • Should have the ability to work with customers to troubleshoot and resolve complex software issues
  • Have hired and trained support teams
  • Built support Processes of 24/7 availability.
  • Built dashboards and analytics for business review
  • Built and enforced Incident Management systems

What We Offer

  • 💻 Remote First Policy
  • 🏥 Medical/Dental/Vision Insurance
  • 🏝 PTO & Holidays
  • ✨ Life Insurance

Base Pay Range: $150,000 - $180,000 estimated based on experience and location

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