At careerzynith, we're on a mission to revolutionize the way we deliver exceptional customer experiences. As a Director of Global Customer Support, you'll play a pivotal role in shaping the future of our customer support organization. If you're a seasoned leader with a passion for driving innovation, building high-performing teams, and delivering world-class support, we want to hear from you.
**About careerzynith**
careerzynith is a leading provider of innovative solutions that empower businesses to thrive in today's fast-paced digital landscape. Our cutting-edge technology and dedication to customer satisfaction have earned us a reputation as a trusted partner in the industry. As a key member of our team, you'll have the opportunity to work with a talented group of professionals who share your passion for excellence and innovation.
**Responsibilities**
As a Director of Global Customer Support, you'll be responsible for leading and mentoring a team of front-line managers and technical engineers to deliver world-class support to our customers. Your key responsibilities will include:
* **Leading and mentoring a high-performing team**: You'll be responsible for developing and implementing strategies to drive team performance, improve customer satisfaction, and enhance operational efficiency.
* **Ensuring service level agreements (SLAs) are met or exceeded**: You'll work closely with your team to ensure that all SLAs are met or exceeded, and develop plans to improve performance when necessary.
* **Driving initiatives to improve customer satisfaction**: You'll identify opportunities to improve customer satisfaction and develop strategies to address product issues, enhance product performance, and innovate new solutions.
* **Collaborating with internal teams**: You'll work closely with internal teams, including product development, sales, and marketing, to identify and address product issues and enhance customer experiences.
* **Directing and overseeing operational policies**: You'll be responsible for implementing operational policies through subordinate managers and ensuring that all team members are aligned with careerzynith's vision and values.
* **Engaging with executive management**: You'll work closely with executive management to negotiate and resolve complex issues, both internally and externally.
**Requirements**
To be successful in this role, you'll need to possess the following qualifications and skills:
* **Proven experience in managing high-volume support teams**: You'll have a proven track record of managing high-volume support teams, preferably within the SaaS or hospitality industry.
* **Strong leadership and development skills**: You'll have a strong track record of leading and developing managers and technical teams, with a focus on driving continuous improvement and innovation.
* **Demonstrated ability to handle large, strategic accounts**: You'll have experience working with large, strategic accounts and meeting SLA targets consistently.
* **Experience working cross-functionally**: You'll have experience working cross-functionally to enhance product performance and address customer needs.
* **Strong mentoring and coaching skills**: You'll have a proven ability to mentor team members and drive continuous improvement and innovation.
* **Excellent communication and negotiation skills**: You'll have excellent negotiation, interpersonal, written, and oral communication skills.
**Nice-to-haves**
While not required, the following qualifications and skills would be highly desirable:
* **Experience in the hospitality software or SaaS industry**: You'll have experience working in the hospitality software or SaaS industry, with a deep understanding of the challenges and opportunities in this space.
* **Director-level support experience**: You'll have experience leading and developing managers and teams in a Director-level support role, ideally with 8-10+ years of experience.
* **Experience managing support teams for large, strategic customers**: You'll have experience managing support teams that handle large, strategic customers, with a focus on delivering exceptional customer experiences.
* **Collaboration with HR and Operations**: You'll have experience collaborating with HR and Operations to enhance efficiency and effectiveness in call center technical support organizations.
* **Coaching and mentoring early-career professionals**: You'll have excellent coaching abilities and experience mentoring early-career professionals.
**Benefits**
As a Director of Global Customer Support at careerzynith, you'll enjoy a range of benefits, including:
* **Hybrid Work Environment**: You'll have the flexibility to work from home and balance your work-life responsibilities, with a weekly on-site presence in Austin, TX or Orlando, FL.
* **Competitive Compensation**: You'll receive a comprehensive benefits and competitive salary package, designed to recognize your skills and experience.
**How to Apply**
If you're a motivated and experienced leader with a passion for delivering exceptional customer experiences, we want to hear from you. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you and explore how you can contribute to careerzynith's mission to revolutionize the way we deliver customer support.