Customer Support Director

hace 1 semana


Ciudad de México, Ciudad de México Dfo Global Performance Commerce Limited A tiempo completo

Exciting Opportunity at Dfo Global Performance Commerce Limited

We are seeking a seasoned CUSTOMER SUPPORT DIRECTOR to lead our customer support team. The successful candidate will oversee and prioritize incoming support tickets, ensuring timely and effective resolution.

Maintaining strong relationships with users is key. You will communicate ticket statuses and understand user needs, while monitoring support metrics and managing staffing across all serviced time zones.

Your responsibilities will include developing and refining SOPs for customer issue handling and technical support, as well as coaching and training support staff for high-quality service and technical troubleshooting.

You will also manage projects to enhance customer experience and identify sales opportunities, collaborate with interdepartmental teams, and directly handle escalated customer issues.

A minimum of 2 years in a leadership role in Technical Support or Customer Success within a SaaS environment is required. You must have exceptional customer service and communication skills, strong organizational and project management skills, and excellent problem-solving abilities.

Inspirational leadership and the ability to motivate a team are essential. You should be proficient in data analysis and adept at cross-departmental collaboration.

The estimated salary for this role is $85,000 - $110,000 per annum, depending on experience.

This is a competitive compensation package, offering opportunities for career growth and professional development in a global team environment.


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