Senior Director, Customer Support - REMOTE

Jobgether

1d•Remote

About The Position

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Senior Director, Customer Support - REMOTE. In this critical role, you will shape and enhance a global support structure designed for SMB clients and Member Apps. Your leadership will ensure a consistent and scalable client experience across diverse product offerings and regions. By optimizing operations and unifying processes, you will drive efficiency and service quality, leveraging data insights to refine client engagement strategies. Join us in creating exceptional customer journeys and leading a team committed to excellence.

Requirements

Extensive experience in customer support or client operations, with leadership of global teams.
Proven success in managing client segments and technology-enabled support models.
Strong operational background with demonstrated results in CSAT and efficiency metrics.
Expertise in support tools, CRM systems, and BPO/vendor management.
Excellent communication and leadership skills, with a focus on cross-functional partnerships.
Bachelorâs degree preferred.

Responsibilities

Build and implement a segmented support structure for SMB accounts, focusing on a scalable support experience.
Oversee global support functions across multiple products and teams, consolidating tools and best practices.
Centralize mobile and member app support to enhance consistency and client satisfaction.
Establish a rapid response process for client escalations, ensuring timely case management.
Drive performance through key metrics, implementing analytics for continuous improvement.
Collaborate with the Senior Director of Enterprise Support to ensure a unified client experience.
Cultivate leadership talent, empowering managers for structural and cultural improvements.