Senior Director of Client Support

hace 2 semanas

Ciudad de México 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 usersWe'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 leadershipLi-OnsiteSpotOn is an e-verify company.

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