What are the responsibilities and job description for the Senior Director of Customer Support position at Confidential - Job Hiring?
Job Description: Senior Director of Customer Support
Location: Dallas, TX
Schedule: Hybrid
Salary Range: $150,000 - $250,000 benefits discretionary bonus
We are seeking an experienced and strategic Senior Director of Customer Support to lead and scale our customer support operations in Dallas, Texas. This is an exciting opportunity for a dynamic leader who has successfully overseen customer support teams, implemented best-in-class processes, and played a key role in setting up a new office.
Key Responsibilities:
- Lead and scale the customer support team, driving a high-performance and customer-first culture.
- Develop and implement customer support strategies, processes, and KPIs to enhance efficiency and customer satisfaction.
- Oversee the setup of a new office, including infrastructure planning, staffing, and operational workflows.
- Utilize Zendesk to optimize support operations, ensuring seamless ticketing, automation, and reporting.
- Hire, mentor, and develop a team of managers and frontline support representatives.
- Collaborate cross-functionally with product, operations, and technology teams to enhance the customer experience.
- Analyze data and trends to continuously improve response times, resolution rates, and overall support effectiveness.
- Drive initiatives to enhance self-service support, knowledge base content, and chatbot implementation.
Qualifications:
- Proven experience leading and scaling customer support teams, preferably in a fast-growing company.
- Strong expertise in Zendesk (or similar CRM and support platforms) with a track record of process optimization.
- Experience in office setup and operational planning for a growing support function.
- Exceptional leadership skills, with the ability to inspire and develop high-performing teams.
- Data-driven mindset, with experience leveraging analytics to drive decision-making.
- Excellent communication and stakeholder management skills.
- Ability to thrive in a fast-paced, evolving environment.
This is an incredible opportunity to build and lead a high-impact team in a fast-paced, growing company.
Please submit your resume for consideration!
Salary : $150,000 - $250,000
