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Senior Director, Customer Support

🕒 5 days ago
Customer Support StrategyTeam LeadershipOperational ExcellenceCustomer Satisfaction

📜 Description

  • Develop and execute a customer support strategy aligned with company goals, prioritizing customer satisfaction, retention, and operational excellence.
  • Lead, mentor, and scale customer support teams, fostering a culture centered on collaboration and continuous improvement.
  • Oversee daily operations across support channels, ensuring timely resolution and high-quality interactions.
  • Establish, monitor, and report on support metrics and KPIs, such as response times and customer satisfaction.
  • Collaborate with cross-functional partners to champion the voice of the customer and drive enhancements.
  • Analyze support data and customer feedback to identify trends and opportunities for improvement.

🛠️ Requirements

  • Bachelor’s degree or equivalent work experience.
  • 8+ years of experience in customer support or customer service roles, including 3+ years of people management at the manager, director, or senior director level.
  • Proven track record of building, leading, and scaling customer support teams in SaaS, technology, or fast-paced environments.
  • Demonstrated success with operational excellence, using metrics, data, and customer insights to inform strategy and improvements.
  • Experience with customer support technology platforms, including CRM, ticketing, chat, and analytics tools such as Zendesk, Salesforce Service Cloud, or Intercom.
  • Strong leadership, communication, and interpersonal skills, with the ability to inspire and develop teams.
  • Advanced degree, such as an MBA, relevant certification, or training in customer experience, contact center management, or operations.
  • Experience managing global or distributed teams.
  • Change management expertise and a track record of leading through organizational transformation.
  • Experience designing or scaling automation and self-service tools, such as knowledge bases and chatbots.
GitLab

Manager, Customer Success Managers, EMEA

GitLab👥 10,000+ employees🏢 IT Services And IT Consulting🤝 B2B
🕒 5 days ago

Apply GitLab is the intelligent orchestration platform for DevSecOps. GitLab enables organizations to increase developer productivity, improve operational efficiency, reduce security and compliance risk, and accelerate digital.

Customer Success ManagementTeam LeadershipSoftware AdoptionAgile Practices

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