Learning Technologies Group plc is hiring a
Director of Customer Support, Remote - United States of Colombia
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Director of Customer Support closed
🏢 Learning Technologies Group plc
💵 ~$162k-$290k
📍United States of Colombia
Summary
The Director, Customer Support at Open LMS manages the day-to-day operations of the Tier 1 Customer Support Team and is responsible for team motivation, performance management, leadership development, and more. They report directly to the VP of Customer Success.
Requirements
- Technical bachelor’s degree (such as Computer Science, Engineering, or Business Information Systems) or equivalent commercial experience
- 5+ years of experience in Customer Support for a software company, including at least 3 years of experience is a leadership role
- Strong analytical skills and demonstrated ability to build and operationalize a metrics-driven model for measuring success in customer support operations
- Exceptional interpersonal abilities, thriving in collaborative team environments. Skilled at building relationships, conflict resolution, and de-escalation
- Exemplary written and verbal communication skills, with a keen emphasis on active listening
- Proficiency in written and spoken English is essential; multilingual capabilities (Spanish, Portuguese) are advantageous
- Proficiency with Zendesk Support, Guide, Gather, and Explore or prior experience with other common ticketing systems
- Able to design views, business rules, and dashboards to improve the Support Team’s ability to work more easily and efficiently
- Hands-on familiarity with Salesforce, AWS, JIRA
- Understanding of IT Service Management, ITIL, and DevOps processes
- Strong business acumen and skilled at working with international teams
- Solid understanding of SaaS-based delivery architectures and the delivery of hosted software solutions
Responsibilities
- Establish and execute processes and systems that support a unified, global queue while considering regional nuances
- Define objectives, standards, and performance expectations within the Tier 1 Customer Support team
- Direct the day-to-day operations of Tier 1 Customer Support, providing leadership and guidance to team members
- Monitor work queues and equitably distribute workloads among team members to ensure that support operations meet productivity and quality benchmarks
- Facilitate communication between regions and assist in the coordination of activities across multiple departments
- Review and report metrics and engage in capacity planning, presenting insights to the VP of Customer Success. Analyze metrics to identify areas for enhancement
- Ensure that valuable product feedback reaches the product team for potential enhancements
- Organize and schedule team resources to ensure comprehensive coverage, including late shifts, on-call responsibilities, and leave approvals
- Conduct one-on-one meetings with direct reports and lead recurring team meetings, fostering a collaborative and informed team environment
- Act as a point of escalation for customer support issues and serve as a senior-level resource when needed for customer inquiries. Be able to manage customer expectations and negotiate collaborative solutions with clients in difficult situations
- Lead the selection process for Tier 1 Customer Support staff and coordinate the orientation of new employees to ensure seamless integration
- Provide guidance and mentorship to direct reports, offer constructive feedback, evaluate professional development, address employee concerns, and conduct employee performance appraisals
- Identify opportunities to adapt support practices to align with the overarching vision of the Customer Experience or to enhance operational efficiency
Preferred Qualifications
- Prior experience in educational technology is highly regarded and will be considered favorably
- Extensive knowledge and proficiency with Moodle™ from both an Academic and Administrative perspective
This job is filled or no longer available
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