JOB SUMMARY :
The Director of Customer Support and Operations for our Payments organization will lead and optimize our customer support teams and operational processes. This critical leadership role will focus on delivering exceptional customer experiences while driving operational excellence and efficiency.
ESSENTIAL FUNCTIONS :
Customer Support Leadership
- Develop and implement strategies to enhance the customer support experience across all channels (email, phone, chat, social media)
- Lead, mentor, and inspire a team of customer support managers and representatives, fostering a culture of excellence and accountability
- Set and track KPIs for customer satisfaction, response time, and resolution efficiency
Operational Excellence
Design and optimize workflows, tools, and processes to ensure operational efficiencyCollaborate with cross-functional teams to align customer support initiatives with company goalsDrive the adoption of technologies such as CRM systems, chatbots, and analytics platforms to improve efficiency and scalabilityTeam Development and Performance
Recruit, onboard, and develop top talent within the customer support and operations teamsConduct regular training and professional development programs to elevate team performanceLead performance reviews, provide constructive feedback, and create growth opportunitiesStrategic Planning and Execution
Develop long-term strategies for scaling customer support and operations to match business growthMonitor and analyze support trends, customer feedback, and operational data to identify areas for improvementPrepare and manage departmental budgets, ensuring cost-effectiveness without compromising qualityOperations
Collaborate with the settlement and cash management teams to stand up best practices, process improvements, and reportingLead the design, implementation, and day-to-day reporting and metrics for revenue, cost, and business operations teamsCustomer Advocacy
Serve as the voice of the customer within the organization, advocating for improvements based on customer feedbackEDUCATION AND EXPERIENCE :
Bachelor's degree in Business Administration, Operations Management, or a related field (MBA preferred)8 years of experience in customer support and operations leadership roles, preferably in software or payments industriesProven track record of building and scaling customer support teamsStrong understanding of customer support technologies, tools, and metricsExceptional problem-solving, decision-making, and communication skillsExperience with budget management and operational strategy developmentAbility to thrive in a fast-paced, high-growth environmentPHYSICAL DEMANDS :
These physical demands are representative of the physical requirements necessary for an employee to successfully perform the essential functions of the job. Reasonable accommodation can be made to enable people with disabilities to perform the described essential functions.
While performing the responsibilities of the job, the employee is required to talk and hear.The employee is often required to sit and use their hands and fingers, to handle or feel.The employee is occasionally required to stand, walk, reach with arms and hands, climb or balance, and to stoop, kneel, crouch or crawl.Vision abilities required to perform this job include close vision.WORK ENVIRONMENT :
While performing the responsibilities of the job, these work environment characteristics are representative of the environment the jobholder will encounter. Reasonable accommodations may be made to enable people with disabilities to perform the essential functions of the job.
The employee may be occasionally exposed to moving mechanical parts and vehicles.The noise level in the work environment is usually quiet to moderate.The passage of employees through the work area is average and normal.Nautilus Hyosung America, Inc. recognizes and values the diversity of its employees, customers and business partners.
Equal Opportunity Employer ~ Minorities / Females / Disabled / Veteran
