Director, Customer Support Operations

This is a fully remote position, open to applicants in Connecticut, +4 more states.

📋 Description

• Oversee daily operations for both in-house and third-party contact centers

• Ensure consistent service delivery while adhering to SLAs, KPIs, and quality standards

• Manage customer support operations comprehensively, focusing on performance, vendor management, technology, and process enhancement

• Implement and refine tools, technologies, and processes that enhance customer service delivery and operational efficiency

• Supervise third-party contact center vendors, set performance expectations, conduct evaluations, and apply corrective measures as necessary

• Analyze operational and performance metrics, identify trends and opportunities for improvement, and offer actionable insights to senior leadership

• Spearhead strategic initiatives aimed at enhancing agent productivity, Net Promoter Score, First Contact Resolution, Contacts per Order, and other customer support metrics

• Guide, mentor, and develop the contact center management team

• Ensure senior leaders fulfill their responsibilities across both internal and external teams

• Foster an engaged, accountable, and high-performing culture

⛳️ Requirements

• At least 8 years of experience in Customer Support or Contact Center Operations

• Proven track record in leading contact center operations and management teams

• Experience in managing third-party contact center vendors and establishing performance expectations

• Strong capability to utilize operational data for trend identification, performance enhancement, and conveying actionable insights

• Bachelor's degree in business management, technology, marketing, or a related discipline

• Familiarity with Medallia, Zendesk, Calabrio, and Cisco is advantageous

• Ability to juggle multiple priorities, adapt to shifting business needs, and meet deadlines

• Excellent organizational skills

• Detail-oriented and action-driven leadership approach

• Capacity to balance tactical execution with broader strategic objectives

🏝️ Benefits

• Competitive Medical, Dental, and Vision Insurance

• Generous paid time off that includes vacation, personal days, sick leave, holidays, and your birthday

• 401(k) Profit Sharing Plan with a generous company match

• Options for Pet Insurance and employer-paid Life Insurance

• Tuition reimbursement

• Access to on-demand learning

• Clear pathways for career progression

• Employee Discount starting on Day 1

• Exclusive partner discounts