Director Of Customer Support

Director of Customer Support for a SaaS POS Software Company.

Position Summary:

The Director of Support is responsible for leading and overseeing the customer support function, ensuring that clients receive exceptional service and support. This role involves managing support teams, developing customer service strategies, and implementing processes that drive customer satisfaction, retention, and operational efficiency. The Director will collaborate closely with other departments to align support strategies with overall company objectives.

Key Responsibilities:

1. Leadership and Team Management:

• Recruit, train, and mentor support team managers and staff.
• Set performance standards and KPIs for the support team.
• Foster a positive and high-performance team culture.

2. Customer Support Strategy:

• Develop and implement support policies, procedures, and best practices.
• Create and execute a customer support roadmap aligned with company goals.
• Identify opportunities to improve customer experience and service delivery.

3. Operations and Process Improvement:

• Monitor and analyze support metrics and customer feedback to drive improvements.
• Streamline support processes to enhance efficiency and reduce response times.
• Implement tools and technologies to optimize support operations (e.g., CRM systems, ticketing software).

4. Cross-Functional Collaboration:

• Work with product, sales, and engineering teams to address customer issues and feedback.
• Develop proactive support strategies to reduce recurring issues.
• Participate in product development discussions to advocate for customer needs.

5. Customer Advocacy:

• Serve as the voice of the customer within the organization.
• Develop initiatives to improve customer loyalty and reduce churn.
• Handle escalated customer issues and ensure timely resolution.

6. Reporting and Analytics:

• Prepare and present regular reports on support performance and customer satisfaction.
• Analyze support trends to identify areas for improvement.
• Forecast support needs and allocate resources accordingly.

Required Qualifications:

• Bachelor s degree in Business, Management, or a related field (Master s preferred).
• 8 years of experience in customer support or service roles, with at least 3-5 years in a leadership position.
• Proven experience managing large support teams in a fast-paced environment.
• Strong understanding of customer support tools and technologies.
• Excellent leadership, communication, and interpersonal skills.
• Analytical mindset with the ability to interpret data and drive decision-making.
• Experience implementing process improvements and managing change.
• Experience in SaaS