Senior Director of Client Support Mexico City

hace 4 semanas

Ciudad de México, Ciudad de México Tbwa ChiatDay Inc A tiempo completo

At SpotOn, we're committed to delivering exceptional customer experiences through innovative solutions and a passion for growth. As our Senior Director of Client Support Mexico City, you'll play a pivotal role in shaping our customer support strategy and driving business objectives.

Key Responsibilities:

  • Develop and execute a customer support strategy that aligns with overall business goals, focusing on delivering world-class support experiences.
  • Collaborate with cross-functional teams, including Product, Engineering, Sales, and Customer Success, to ensure seamless customer journeys.
  • 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 equip the team with necessary skills and knowledge to support customers effectively.
  • Act as the voice of the customer within the organization, advocating for their needs and ensuring feedback is incorporated into product and service enhancements.
  • Drive initiatives to improve customer satisfaction and loyalty, including new support channels, self-service resources, and customer education programs.

Requirements:

  • 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.

SpotOn is an equal employment opportunity employer. Qualified candidates are considered for employment without regard to race, religion, gender, gender identity, sexual orientation, national origin, age, military or veteran status, disability, or any other characteristic protected by applicable law.

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