Director of Global Customer Support

  • Direct Hire
  • New York

Professional Alternatives

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Job ID#: 10135

Global Director of Customer Support Operations

Direct Hire – up to 170K + bonus

New York

**Remote until July 2022 – then in-office in NYC

**Customer experience – phenomenal support is #1!

Duties:

  • Take ownership of supporting global audience – forecasting, budgeting, delivering on key business outcomes, and ensuring employee wellbeing within Support Operations group
  • Lead and support team of senior managers (world-wide), responsible for live agent service delivery, self-service, live operations, and supporting services
  • Work in partnership with other groups to deliver department-wide goals and projects
  • Implement and ensure success of supporting strategies contributing to overall experience of  customer base and ongoing success of company
  • Improve delivery of business outcomes of managers and teams; utilize deep understanding of consumer experiences
  • Facilitate changes around new processes and technology; adhere to change management principles in a continually evolving environment
  • Ensure ongoing smooth operation of day-to-day live support environment, self-service, and agent-based interactions
  • Observe, analyze, and report on areas of responsibility to senior leadership
  • Direct and take responsibility for performance of in-house and outsourced contact centers to deliver KPIs
  • Coordinate projects and drive results among various cultures and locations

Qualifications:

  • Advanced degree in business, management, or equivalent experience
  • 9+ years senior experience in support operations for gaming, entertainment, or technology industries (mobile gaming, social media and/or e-retail)
  • 5+ years direct management experience in a customer support related role
  • Excel, flow diagramming software, B2C ticketing systems, presentation software
  • Experience with agile project management systems such as SCRUM
  • Strong financial acumen, commercial understanding, and experience with multi-million P&L accountability
  • Experience utilizing outsource agent vendor partners alongside internal resources
  • Understanding of advanced concepts of customer support delivered by agents and customer experience concepts
  • Experience delivering successful self-service program
  • Ability to analyze complex data, provide actionable insights, and run projects to improve business outcomes
  • Knowledge of key customer service metrics (satisfaction, handle time, first contact resolution)
  • Team management of large scale staff including front line staff, line managers, mid-level and senior managers and a remote workforce
  • Strong communication and presentation skills; dynamic leadership and people skills

Other Info:

  • Thriving global company
  • Newly created role due to growth
  • Metrics important but customer experience is primary
  • Collaborative, innovative and team-spirited environment 

 

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