As the Director of Customer Support at Seamless.AI, you will be responsible for the success and execution of our Customer Support department responsible for Technical Support, Order Entry, and Billing. The Director of Customer Support is responsible for building out a playbook that drives growth, product adoption, and customer satisfaction across our customer base to ensure the retention of our existing business.  In this role, you will be responsible for leading support leaders & reps, working with customers, and resolving issues to maximize customer satisfaction.

Responsibilities

  • Lead our Customer Support Division including our Technical Support, Order Entry, and Billing Teams
  • Ensure processes are built to ensure maximum customer satisfaction and optimal resolution times
  • Champion technology & automation improvements while working closely with our product & engineering teams to implement into our workflows
  • Advise our product & engineering teams on chatbot enhancements that drive automation and increase speed in delivering superior customer support
  • Inform leadership on customer, product, and internal needs to ensure alignment of all processes, workflows, and KPIs
  • Learn and adapt quickly to new features and updates to our existing products
  • Implement one to many strategies to manage large cohorts of customers
  • Manage, hire, and retain a modern SaaS Customer Support team

 

Education & Requirements

  • 5+ years of Customer Support leadership experience in a fast-paced customer success environment
  • Experience leading both US & Offshore teams and managing Offshore vendor selection
  • Experience running automated support functions and advising on opportunities to improve chatbot technology
  • Experience building out repeatable playbooks and leveraging scripting technology to manage teams servicing large cohorts of customers while ensuring client success
  • Experience rolling out a set of KPIs and goals for a customer success team
  • Prior experience leading remotely a plus
  • Exceptional critical thinking skills, problem-solving ability, and practical experience in delivering complex solutions
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