Customer Support Director

Job Description

The Role
Reporting to and working closely with CCO, the Customer Support Director will leverage their experience and skill as an individual contributor to proactively and expertly nurture ScreenCloud’s Customer Support team; responsible for executing the support strategy that will improve the customer experience and build emotional loyalty allowing for greater impact to overall revenue.
The focus is to drive ScreenCloud forward by managing and retaining a best-in-class Customer Support team dedicated to building long-term value in customer partnerships. Leading the multi-hub team that services our global customers by keeping them aligned, utilising scale, and performing consistently to enable customer satisfaction and retention.
This role is a key member of the Customer Success and Senior Management leadership teams, responsible for creating and leading our customer strategy to delight our 10,000+ customer base.

Responsibilities

• Developing and achieving ScreenClouds support objectives and goals in line with the organisational vision
• Managing and directing a team comprised of Team Leads, Technical Support, Support Specialists and Agents
• Responsible for developing, executing, and evolving the global Customer Support strategy that will provide a premium experience of hardware and software support for our business and our customers across time zones and languages that differentiate us in the industry
• Serving as an escalation point for customer issues ensuring they are resolved as quickly and efficiently as possible, leveraging resources across the company as necessary
• Ensuring targeted service and performance standards are achieved or exceeded
• Driving department training, personal development, and a quality program to ensure technical accuracy and customer delight in every interaction
• Providing the Customer Success team and the leadership team thereafter, with an accurate, up-to-date and insightful understanding of our customer support needs and trends
• Building and maintaining an impeccable knowledge of ScreenCloud that pushes far beyond our product’s features and functionality, educating internally along with new and existing customers to maximise ScreenCloud’s impact
• Provide 'Voice of the Customer' feedback that helps drive innovation and further solidify or enhance ScreenCloud’s competitive position in the marketplace
• At all times, be ready and able to support multiple internal departments and to work cross-functionally to ensure our overall support strategy is achieved, agile and effective
• Pitching and executing additional projects - examples include tech suite initiatives, capacity planning, succession planning, recruitment strategy, training and development practices, best customer service and coaching practices, and cross-functional department initiative
• Establishing and managing communication channels within and among departments — being the liaison to provide customer feedback to the Senior Management Team.

Requirements

• Demonstrable experience in people line management and leadership
• Hands-on experience with handling customer escalations
• Experience working in with SaaS products
• Established management and coaching skills, with the ability to provide support and feedback to a team of direct reports
• A demonstrable track record of being a proven Customer Support thought leader who will provide direction to peers and teams on ScreenCloud as they work to create a best-in-class support organisation
• Demonstrable experience of accurate reporting, forecasting, and analysing key service metrics
• Proven track record delivering results to deadlines, setting ambitious KPIs, and motivating the team to meet them
• Proven experience in process improvement and identifying areas for increased operational efficiencies
• Passionate about providing the best possible levels of customer service and have proven experience of motivating and driving performance improvements within a team
• Track record of implementing scalable processes
• Looking cross-functionally with a growth mindset and showcasing a critical approach to pitching and executing improvements
• Strong communication is essential and a track record of building relationships, externally and internally
• Strong problem solver with experience of executing solutions successfully for a positive customer experience
• Experience creating new business value and leading major change initiatives