Director, Customer Support - Remote

Overview

The Director, Customer Support will lead various teams within the Customer Support department, focusing on enhancing customer satisfaction and operational efficiency across diverse Tech Ed products.

In Short

• Lead and develop the Tier 1 Customer Support Team.
• Manage support operations and ensure customer satisfaction.
• Oversee training and performance evaluation of associates.
• Drive initiatives for process improvement and operational efficiency.
• Develop comprehensive reports on support metrics.
• Collaborate cross-functionally with stakeholders.
• Implement strategies to enhance service delivery.
• Manage budgets and resources for support initiatives.
• Leverage AI for improved customer interactions.
• Promote a positive team culture and psychological safety.

Requirements

• 4+ years of experience in customer support management.
• Proven experience in the technology or education sector.
• Strong background in hiring and training.
• Proficiency in CRM tools like Salesforce.
• Excellent organizational and analytical skills.
• Ability to manage global teams across time zones.
• Exceptional communication and collaboration skills.
• Experience leading cross-functional teams.

Benefits

• World Class Health Benefits: Medical, Prescription, Dental, Vision, Telehealth.
• 401(k) and Roth 401(k) with company match.
• Paid Vacation and Sick Time Off.
• 12 Paid Holidays.
• Parental Leave (20 total weeks with 14 weeks paid).
• Tuition Reimbursement.
• Life & Disability Insurance.
• Well-being and Employee Assistance Programs.