Senior Director - Enterprise Global Support
CurrentAs the CX leader, I am responsible for shaping and guiding the customer support function, ensuring that our team delivers a “best in class” experience. By setting a clear vision and direction, I lead initiatives to implement and scale strategies and processes that enhance customer satisfaction and loyalty.Key Responsibilities:Team Leadership and Strategy: Provide vision and direction to the Customer Support team to establish and scale processes that deliver exceptional customer experiences. Champion a customer-centric culture within the team and across the organization.Customer Engagement: Take an active, hands-on role with customers, particularly in challenging situations, ensuring a positive outcome for all parties involved. Serve as an example of exceptional customer service for the team.Performance Management: Set and manage performance expectations for both individuals and the team, focusing on KPIs and metrics to track and achieve goals. Oversee the performance reporting and forecasting process to maintain accountability and transparency.Continuous Improvement: Drive continuous improvement across all aspects of customer support, including processes, technology, methodologies, and service capabilities, to increase efficiency and enhance the customer experience.Process Development and Systems Integration: Develop and implement scalable customer support processes, integrating systems for reliable KPI and driver performance measurement, reporting, and accurate forecasting.Player-Coach Leadership: Lead with a player-coach mentality by empowering team members to approach problem-solving creatively. Motivate and mentor existing team members, setting priorities, tasks, and goals aligned with overall business objectives.Cross-Company Customer Focus: Promote and reinforce a customer-centric mindset across all departments to ensure a unified and consistent approach to customer satisfaction.
