Customer Support Director
4 days ago
At CEQUENS, we are seeking a Customer Support Director to lead our customer support team in delivering exceptional service. The role focuses on maintaining high-quality customer interactions and ensuring effective issue resolution within established guidelines.
- Strategic Responsibilities
- Assist the Customer Success Manager in implementing strategies that enhance customer support efficiency and quality
- Monitor support metrics to ensure alignment with organizational objectives and KPIs
- Promote a collaborative and customer-focused culture within the team
Operational Responsibilities include overseeing daily activities of the customer support team, providing coaching and training to team members, and acting as a secondary escalation point for challenging customer inquiries. Regular performance assessments and feedback are also required.
- Requirements
- Minimum of 3-5 years of experience in customer support, ideally within the telecom or technology sectors
- Proven ability to coach and lead a customer support team effectively
The ideal candidate will possess strong communication skills to effectively manage customer and team interactions, excellent problem-solving skills to efficiently resolve customer issues, and a bachelor's degree in Business, Information Technology, or a related field.
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