Director of Customer Support

Powerley is looking for a Director of Customer Support to build and lead a team of front line technical support staff, providing a high touch customer and technical experience to the customer base.  The Technical Support Manager will assist in providing guidance, coaching, and motivation to the technical support team to achieve performance targets for quality, productivity and overall customer satisfaction.

 

Responsibilities:

  • Build, lead, and motivate a team of technical support specialists and to efficiently provide world class service to our customers
  • Facilitate customer resolution for escalated calls and engage the necessary technical support
  • Actively listen to the customer and translate customer issues and concerns so that the appropriate actionable measures can be taken to resolve issues
  • Improve productivity and quality by highlighting deficiencies and recommending change in tools, training, processes, reporting and employee engagement
  • Motivate the team through coaching, career planning and setting educational objectives
  • Observe and evaluate performance and provides feedback; participates/shadows 1-on-1 coaching sessions
  • Provide communication and training to representatives around procedures and tools

 

Required Skills

  • Demonstrated Leadership abilities and to be achievement oriented
  • Knowledge of mobile applications, backend cloud services, and overall strong technical background
  • Experience and exposure to documenting and improving processes
  • Familiarity with Linux
  • Effective listening and strong verbal and written communication skills
  • Prior supervisory experience in team sizes ranging from 10-20 people
  • Excellent analytical and problem solving skills, combined with the ability to provide quick resolution to problems
  • The ability to monitor staff, enforce policies objectively, and ensure productivity

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Director of Customer Support
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