City Hive is looking for a leader that’s passionate about solving problems and helping their team provide the best customer experience. We work with everyone from the country’s largest brands to local family owned businesses and are looking for a Director of Customer Support who will be able to work efficiently to scale a great experience to our clients.
What you will do:
- Operations Management :Own all aspects of strategy and operations of the Customer Support team.
- Develop, implement, measure and optimize processes as necessary to scale customer service operations while maintaining an exceptional experience.
- Outline customer service objectives, determine key results, and ensure deliverables are met
- Drive improvements in efficiency, quality, response times and satisfaction across the entire customer support experience
- Use customer feedback to identify success gaps and improve the customer experience – Collaborate with Customer Success Managers, Product Owners, and the leadership team to ensure the customer voice is heard across the organization People Management
- Manage hiring, training, retention and performance of the customer service team
- Develop and achieve short and long term goals for each team member – Set the vision, direction and culture of the team by managing performance expectations, goals and holding the teams accountable to meet and exceed performance targets
What we are looking for:
- 5+ years of customer support preferably for a SAAS or high growth technology company.
- 2+ years of management experience.
- Experience and a can do approach to building and using high volume automated processes.
- Experience in implementing easily repeatable solutions
- Experience helping to debug software related issues
- Experience with Zoho products, Google Analytics, or Appcues is beneficial