Director of Customer Support

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 cultivating customer advocacy, analyzing ticket data, and implementing process improvements to enhance efficiency.

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 — 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