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Senior Director of Client Support

hace 4 meses

Ciudad de México CDMX SpotOn: Corporate A tiempo completo

At SpotOn, we're helping restaurants and small businesses compete and win with flexible payment and software technology—backed by real people who really care. From seamless point-of-sale systems to integrated restaurant management solutions, every SpotOn tool is designed to help local businesses increase profits and create better experiences for their customers and employees.

Recently, SpotOn was:

- Named one of Fast Company's Most Innovative Companies of 2024
- Awarded Great Places to Work and Built In's Best Workplaces for the third year in a row
- Selected as the Best Overall Restaurant POS by NerdWallet
- Rated the top-rated point-of-sale (POS) for restaurants, bars, retail, and small businesses by Capterra users

We're committed to caring hard and moving fast so that we can continue to grow and make a positive impact together.

That's where you come in.

**RESPONSIBILITIES**
- Develop and execute the customer support strategy to align with overall business objectives, focusing on delivering a world-class support experience
- Collaborate with other departments, including Product, Engineering, Sales, and Customer Success, to ensure a seamless and cohesive customer journey
- Establish and track key performance indicators (KPIs) for the support organization, including response times, resolution rates, customer satisfaction scores, and first contact resolution
- Lead, mentor, and develop a high-performing customer support team, including support managers, frontline agents, and technical specialists
- Foster a positive and inclusive team culture focused on continuous improvement, customer advocacy, and professional growth
- Implement training and development programs to ensure the team is equipped with the necessary skills and knowledge to support customers effectively
- Act as the voice of the customer within the organization, advocating for their needs and ensuring their feedback is incorporated into product and service enhancements
- Drive initiatives to improve customer satisfaction and loyalty, including the implementation of new support channels, self-service resources, and customer education programs
- Develop and manage the customer support budget, ensuring optimal allocation of resources to meet organizational goals

**Qualifications**:

- 10+ years of experience in customer support, with at least 5 years in a senior leadership role
- Proven track record of leading large, distributed customer support teams and driving exceptional service delivery
- Strong leadership and team management skills, with experience in coaching, mentoring, and developing talent
- Excellent communication, interpersonal, and conflict-resolution skills
- Deep understanding of customer support metrics, analytics, and best practices
- Experience with customer support platforms and CRM systems, with a preference for experience in Salesforce
- A passion for mentoring and developing others is a must
- History of excellent judgment and productive communication
- Experience presenting to senior leadership

Li-Onsite

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