Learning Technologies Group plc is hiring a
Director of Customer Support, Remote - 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