Summary
Join Supermetrics as the Global Director of Customer Support, leading a team of 35 professionals across multiple locations. You'll be responsible for ensuring operational excellence, customer satisfaction, and strategic alignment with the company's goals. This role involves developing and executing a global customer support strategy, managing a new Customer Support Platform, optimizing support processes, and expanding BPO operations. You'll also be responsible for fostering a culture of customer advocacy and driving ticket volume reduction through strategic initiatives and data analysis.
Requirements
- 10+ years of experience in global customer support, with at least 5 years in a leadership role
- Proven experience in leading, motivating, and developing high-performing teams
- Strong strategic thinking to align team goals with the broader company vision and a track record of driving results and achieving team objectives
- Adaptability and resilience in navigating a dynamic and evolving environment
- Highly effective communication, relationship-building, and presentation capabilities
- Demonstrated ability to effect change and improve efficiency in rapidly evolving market conditions
- Highly skilled analytical and problem-solving skills, addressing core customer concerns
- Designed and overseen ticket management systems (such as Zendesk and Salesforce Service Cloud)
- Experience working with BPOs and managing offshore teams
- Deep understanding of customer support best practices and industry trends
- Advanced organizational and project management skills
Responsibilities
- Develop and execute a global customer support strategy aligned with the company's business goals
- Encourage collaboration, accountability, and growth within the global support team
- Establish and monitor key performance indicators (KPIs) to measure team performance, customer satisfaction, and operational efficiency
- Manage implementation of a new Customer Support Platform
- Ensure seamless data migration, integration, and reporting with other relevant systems
- Use strategic support initiatives to enable customers to resolve their issues (FAQs, articles, etc.)
- Analyze ticket data for trends β give actionable insights to product development for volume reduction
- Identify and implement process improvements and automation to streamline workflows and increase operational efficiency
- Ensure adequate global coverage through headcount and resource analysis
- Develop and maintain comprehensive documentation of support processes and procedures
- Oversee and enhance the growth and performance of our BPO operations in the Philippines (scope, vendors, partnerships, and SLAs)
- Act as a supporter and cultivate meaningful connections with the customers
- Consistently solicit customer feedback and use it to improve our products and services
- Managed and resolved escalated customer issues in a timely and professional manner
Preferred Qualifications
- Experience in the marketing technology industry
- Bachelor's degree in a related field (MBA, etc.)
- Ability to travel internationally as needed
Benefits
- The competitive compensation package, including equity
- Great work equipment and home office allowance for those working in our fully remote locations
- Health care benefits and leisure time insurance
- Annual learning budget
- Sports and wellbeing allowance