Director, Tech Support & Customer Care

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Our client is a top communications solutions provider, delivering UC Solutions to businesses of all sizes in financial, healthcare, and other large industry verticals. They are hiring a Director of Tech Support & Customer Care to lead, support, and optimize the customer experience and lifecycle.

This individual will leverage their expertise in consultative problem solving and customer journeys to and customer journeys to help build the life cycle from acquisition to close. They will strategize and monitor the progress of key performance indicators to make recommendations on process changes to further facilitate the company’s growing success.

This Role Offers:

Competitive base salary plus generous benefits package. Flexible hours, bonus structure, and hybrid structure. Stability within a growing technology company.   Ability to drive the future of the team from strategy and implementation to execution. Opportunity within the exciting and growing wireless industry.    Extensive support resources and tools. 

Focus:

Responsible for leadership of customer care performance strategies including process improvement, business continuity, project management, quality, compliance, and performance management. Organize all-inclusive, routine training sessions for representatives to ensure top-tier inbound customer support solutions. Mentor, coach, motivate, and manage a team of customer care professionals. Communicate clear KPIs and goals for team, collect supporting data, and determine strategies to improve key performance indicators. Manage customer and team member escalations. Develop interpersonal relationships with cross-functional departments to improve performance metrics. Utilize innovative techniques to design, improve, and maintain quality assurance processes.

Skill Set:

8+ years of call center management and customer success experience. Bachelor’s degree in computer science, sales, or a related field. Background in telecom preferred. Must understand value prop for wireless capabilities and understanding of current market for these products. Customer service driven; expert knowledge of customer service systems and processes. Proven ability to manage large customer/technical support teams. Technical proficiency with Zendesk or related software suites and CRMs, to be able to navigate proper technology for customer communications and support. Strong customer-facing skills; comfortable interfacing with decision-makers across a range of industries with the ability to align technical solutions with business requirements. Excellent problem-solving and creative thinking skills. Fluency in French, a plus.