Customer Support Director
hace 4 semanas
About Voyagu
Voyagu is a dynamic and innovative travel agency based in the US, focused on delivering exceptional air travel services to premium clients. With operational hubs in Mexico City and Warsaw, and a commitment to providing the best customer experience in the industry, we are poised for significant growth and transformation.
Job Summary
We are seeking a seasoned Customer Support Director who will be responsible for designing, implementing, and refining support processes to enhance customer satisfaction and loyalty. This critical leadership role requires a detail-oriented, process-driven individual who is deeply committed to customer-centric service.
Key Responsibilities
- Leadership and Team Development: Lead and mentor the customer support team to ensure high performance and exceptional service delivery. Foster a positive and collaborative team culture, encouraging innovation and continuous improvement.
- Process Design and Optimization: Design, implement, and continuously improve customer support processes to enhance efficiency and customer satisfaction. Establish and track key metrics and KPIs to measure and drive support performance.
- Customer-Centric Approach: Ensure all customer interactions reflect our commitment to outstanding, customer-centric service. Serve as the voice of the customer within the organization, integrating customer feedback into service improvements and product development.
- Operational Excellence: Oversee daily support operations, ensuring timely and effective resolution of customer issues. Implement and manage support tools and technologies to streamline workflows and enhance support capabilities.
- Quality Assurance and Continuous Improvement: Develop and implement quality assurance programs to ensure consistent and excellent customer support. Conduct regular reviews and audits of support interactions to identify areas for improvement and training needs.
Qualifications
- Extensive experience in a senior customer support or service management role.
- Background in international English-speaking companies, particularly those targeting the U.S. market.
- Proven ability to design and optimize support processes that enhance customer satisfaction.
- Experience across multiple industries, demonstrating adaptability and learning capability.
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