Responsibilities

• Lead the customer support organization, ensuring strategic direction and operational execution are aligned with company goals.
• Oversee all aspects of the customer support lifecycle, from ticket resolution to after-hours incident response.
• Implement quality assurance protocols and conduct root cause analysis to improve service delivery.
• Manage workforce planning to ensure adequate support capacity aligns with customer demand.
• Utilize data analytics and process improvement methodologies to enhance customer outcomes and reduce unnecessary effort.
• Advocate for customer needs in product development, ensuring that feedback drives improvements in software quality.
• Collaborate with engineering teams to address and resolve recurring issues impacting customer satisfaction.
• Monitor and analyze key performance indicators related to service quality, customer retention, and cost-to-serve performance.
• Develop and maintain relationships with key stakeholders to ensure alignment and effective communication across departments.

Requirements

• Proven experience in a senior customer support leadership role, preferably within the technology or utility sectors.
• Strong understanding of customer service best practices and a track record of implementing improvements.
• Exceptional analytical and problem-solving skills, with the ability to translate data into actionable strategies.
• Experience in workforce planning and resource allocation in a high-volume support environment.
• Excellent communication and interpersonal skills, with the ability to influence and collaborate effectively at all levels.
• Proficient in modern support technologies and methodologies, including customer relationship management (CRM) systems.
• Ability to thrive in a fast-paced, dynamic environment while managing multiple priorities.

Benefits

• Competitive salary and performance-based bonuses.
• Comprehensive health benefits, including medical, dental, and vision coverage.
• Generous paid time off and flexible work arrangements.
• Opportunities for professional development and career advancement.
• Access to cutting-edge technology and resources to support your role.
• A collaborative and inclusive work environment that values innovation and creativity.