interface.ai is hiring a
Director of Global Support

Summary

The job is for a global support strategy role in Interface.ai, a leading Conversational AI SaaS company. The role involves developing and implementing a comprehensive global support strategy, managing a high-performing team, establishing KPIs, collaborating with product and engineering teams, managing support channels, fostering a customer-centric culture, overseeing the development of support documentation, negotiating contracts with external vendors, staying abreast of industry trends, and having experience in customer support technologies. The required qualifications include at least 10 years of experience in customer support or service roles, with at least 5 years in a leadership position managing global teams.

Requirements

• Minimum of 10 years experience in customer support or service roles
• At least 5 years in a leadership position managing global teams

Responsibilities

• 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

Preferred Qualifications

• Ability to work with customers to troubleshoot and resolve complex software issues
• 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

Benefits

• Remote First Policy
• Medical/Dental/Vision Insurance
• Paid Time Off & Holidays
• Life Insurance