03/06/2025
🚀 NEW POSITION OPENING
Director of Support / Chief Customer Officer
📍 Location: [Insert Location if Applicable] | 🕒 Full-Time
🔹 Job Summary
We are looking for a seasoned and visionary Director of Support to lead our Customer Support department. This key leadership role will be responsible for defining support strategies, enhancing customer experience, and optimizing operational efficiency. The ideal candidate combines strong leadership, technical expertise, and strategic thinking to help scale our growing organization.
💼 Key Responsibilities
🔹 Leadership & Strategy
Define and implement the support strategy aligned with company goals. Lead, mentor, and grow the support team through continuous training and development. Establish and track KPIs to ensure performance and customer satisfaction
Promote a customer-centric culture across all departments
Collaborate with executive leadership to align support with business priorities
🔹 Operations & Process Improvement
Optimize workflows: ticketing systems, SLAs, and escalation procedures. Drive efficiency through automation and AI-powered tools.Maintain and improve support documentation and self-service resources. Analyze root causes of recurring issues and implement corrective actions
🔹 Technical & Infrastructure Expertise
Cloud Platforms: AWS, Azure, GCP (focus on databases, compute, storage). Networking: DNS, VPNs, firewalls, load balancers, NAT gateways. Interoperability: HL7, FHIR. Server Management: Windows server setup, virtualization. Databases: SQL, MySQL, PostgreSQL, MongoDB.Security & Compliance: OAuth, SAML, JWT, SOC 2, data encryption policies
🔹 Customer Engagement & Communication
Serve as the escalation point for complex customer issues. Communicate service updates and resolutions clearly and effectively. Gather and analyze feedback to continuously improve service quality. Ensure all support interactions align with the brand voice and tone
🔹 Product & Industry Knowledge
Stay up-to-date with company products and services. Collaborate with product and engineering teams to relay customer feedback.
Keep pace with emerging trends and technologies in customer support
🔹 Compliance & Risk Management
Enforce regulatory, data security, and privacy compliance. Develop and maintain policies for handling sensitive customer data. Implement risk mitigation and disaster recovery plans
🔹 Reporting & Analytics
Generate and present detailed reports on team performance and service metrics. Use data to identify trends, gaps, and areas for process improvement. Share actionable insights and recommendations with senior leadership
🧠 Required Skills
- Leadership & People Management
- Proven experience managing and developing high-performing teams
- Strong mentoring, coaching, and performance evaluation skills
- Talent acquisition and onboarding expertise
- Technical Proficiency
- Experience with Jira Service Management, CRM systems, ticketing platforms
- Familiarity with APIs, databases, and cloud services (AWS, Azure, GCP)
- Strong analytical skills to make data-driven decisions
- Customer Service & Communication
- Excellent written and verbal communication skills
- Conflict resolution and escalation handling experience
- Crisis and incident management skills
- Process Optimization & Automation
- Experience implementing AI-driven tools (chatbots, automation workflows)
- Familiarity with ITIL, Six Sigma, or similar frameworks
- Strategic Thinking & Decision Making
- Ability to align operational strategies with broader business objectives
- Budget management and resource planning
- Visionary mindset with strong ex*****on
🎓 Preferred Qualifications
- Bachelor’s or Master’s degree in Business, Computer Science, IT, or related field
- 8+ years of experience in customer support or technical support roles
- Minimum of 3 years in a leadership position (e.g. Director, Manager, Head of Support)
- Experience in SaaS, healthcare, fintech, or other technology-focused industries
📊 Success Metrics
✅ Customer Satisfaction (CSAT): Maintain high CSAT ratings
⏱ First Response Time (FRT): Quick initial engagement with users
🔧 Resolution Time: Reduce time to resolve tickets
📉 Ticket Deflection Rate: Improve self-service rates via documentation
👥 Team Retention & Engagement: Build a motivated and high-performing support team
📩 To apply, please send your CV to:
✉️ [[email protected]]
📝 Interviews will be conducted in English.
