Director of Customer Support

Company Name:
The Director of Customer Support will help oversee and scale our dedicated team of customer support and service representatives. This person will be responsible for managing the strategic and day to day operations of our support and service fulfillment teams. He/she will be tasked with creating and maintaining all Standard Operating Procedures, SLAs and support metrics, partnering with product teams to create and maintain a customer support portal, setting a training and coaching strategy for all support personnel, performing quality control checks and customer surveys to help maintain our high level of service and acting as an escalation point for customer issues. The Director will also be a main contact with any 3rd Party support partners for issues and/or questions while guiding them on quality control processes to reflect our own high customer support values.
Evaluate and define customer service requirements by maintaining contact with customers; visiting operational environments; conducting surveys; forming focus groups; benchmarking best practices; analyzing information and applications.
Achieve customer service objectives by contributing customer service information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying customer service trends; determining system improvements; implementing change.
Improve customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.
Meet customer service financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
Maximize customer operational performance by providing help desk resources and technical advice; resolving problems; disseminating advisories, warnings, and new techniques; detecting and diagnosing network problems.
Accomplish customer service human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
Provide regular and consistent performance developmental feedback, ensuring employees maximize their potential for success.
Act as the point of escalation on the team for any issues and questions when a manager is not available.
Ability to effectively promote, facilitate and provide quality, efficiency, one call resolution and customer satisfaction.
Review and work with 3rd Party Support partners for quality and process to ensure they meet our expectations.
Juggle competing priorities and complex projects while re-prioritizing as needed; serve as a resource to help team members manage priorities.
Independently utilize best practices and critical thinking skills to identify problems and deliver solutions.
Effectively communicate through verbal, written and demonstrations.
Identify new solutions and improvements to positively fulfill a customer's request.
Bachelor's degree in a related field and 7-10 years of relevant experience required, with 2+ years of managing a team in a high profile call and/or email center environment.
Experience with full customer support planning, P&L management and overall support strategy.
Exemplary conflict management skills to be able to resolve complex client issues and successfully partner with Account Managers.
Strong analytical and technical abilities; ability to analyze and interpret data.
Comfortable working in a fast-paced environment where multi-tasking is required.
Collaborative team player; innovative problem-solver with strong business acumen; capable of grasping new technical concepts.
High initiative with ability to work independently under minimal supervision; must exercise sound judgment. Ability to see problems in larger organizational context.
Excellent team leader, coach, mentor, motivator.
Self-motivated by results and driven toward excellence in customer service.
Well organized and attentive to details. Able to work under high pressure.
Strong interpersonal, verbal and written communication skills required.
Snagajob, America's largest hourly employment network for job seekers and employers, is the only company to provide both sourcing and talent management solutions to the hourly industry. With more than 50 million registered job seekers and the leading hourly-focused talent management system, Snagajob has been serving hourly workers and those who employ them since 2000. Headquartered in Richmond, VA, Snagajob has been named to Fortune Magazine's Great Place to Work Best Small & Medium Workplaces for seven straight years.Snagajob offers a highly competitive compensation and benefits package including medical, dental, life, short and long-term disability insurance, 401k plan, holidays, paid time off (starting with 18 days), eligibility for performance-based bonuses, and casual fun work environment with an award winning culture. Snagajob is an equal opportunity employer.

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