Director, customer support job description
Updated March 14, 2024
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Example director, customer support requirements on a job description
Director, customer support requirements can be divided into technical requirements and required soft skills. The lists below show the most common requirements included in director, customer support job postings.
Sample director, customer support requirements
- Minimum 5 years of customer service and project management experience.
- Degree in Business or related field.
- Proven track record of leading customer service initiatives.
- Knowledge of customer service best practices.
Sample required director, customer support soft skills
- Excellent verbal and written communication skills.
- Strong customer service focus.
- Ability to work independently with minimal supervision.
- Able to multi-task and prioritize.
- Strong problem-solving skills.
Director, customer support job description example 1
Management Recruiters International(MRI) director, customer support job description
Director of Customer Support, Engineered-To-Order Equipment
Location: Suburban Chicago, IL
Position: #621
Take your field and customer service leadership career to a new level with a leading privately-held manufacturer of engineered-to-order equipment used in a wide range of industrial applications.
Our client seeks a Director of Customer Support in a new role at their suburban Chicago headquarters location to lead customer support and field service initiatives in a multi-site, multi-team setting as part of the executive leadership team.
If you have a field service leadership background and drive to lead change initiatives in an established organization that is growing, I'd love to connect to discuss how this customer service leadership opportunity could elevate your career to a new level.
Client Overview
A growing and profitable privately held organization that specializes in the design, manufacturing and servicing engineered-to-order equipment used in a wide variety of industrial applications For more than 100 years, our client has built a reputation for engineering quality and for providing a range of innovative features in custom process equipment Based in suburban Chicago with multiple locations servicing global clients with an installed base of thousands of units worldwide
Position Overview
Responsible for planning, coordination, and management of the company's technical support and field service functions On an ongoing basis, drive enhancements in the company's execution of customer support and field service functions Develop and implement a technical support and field service business plan Manage field service team and technical support to provide optimum customer service Coordinate with customers and sales to provide prompt start-up, repair, inspection and warranty services Develop and implement quality assurance training programs for employees
Candidate Requirements
Bachelor of Science degree in Engineering At least 10 years field service or technical support experience ideally within an engineered-to-order setting Previous supervisory experience and management of field service teams Familiarity with ASME pressure vessel codes and standards is a plus Good interpersonal skills with the ability to communicate ideas in a coherent and comprehensive manner Strong verbal and written communication skills Must be legally authorized to work in the United States for any employer without restrictions
Be assured that resumes will be kept strictly confidential until we speak about a specific opportunity and agree to send it to a client of ours. If your experience matches our client's requirements, we will contact you immediately.
Location: Suburban Chicago, IL
Position: #621
Take your field and customer service leadership career to a new level with a leading privately-held manufacturer of engineered-to-order equipment used in a wide range of industrial applications.
Our client seeks a Director of Customer Support in a new role at their suburban Chicago headquarters location to lead customer support and field service initiatives in a multi-site, multi-team setting as part of the executive leadership team.
If you have a field service leadership background and drive to lead change initiatives in an established organization that is growing, I'd love to connect to discuss how this customer service leadership opportunity could elevate your career to a new level.
Client Overview
A growing and profitable privately held organization that specializes in the design, manufacturing and servicing engineered-to-order equipment used in a wide variety of industrial applications For more than 100 years, our client has built a reputation for engineering quality and for providing a range of innovative features in custom process equipment Based in suburban Chicago with multiple locations servicing global clients with an installed base of thousands of units worldwide
Position Overview
Responsible for planning, coordination, and management of the company's technical support and field service functions On an ongoing basis, drive enhancements in the company's execution of customer support and field service functions Develop and implement a technical support and field service business plan Manage field service team and technical support to provide optimum customer service Coordinate with customers and sales to provide prompt start-up, repair, inspection and warranty services Develop and implement quality assurance training programs for employees
Candidate Requirements
Bachelor of Science degree in Engineering At least 10 years field service or technical support experience ideally within an engineered-to-order setting Previous supervisory experience and management of field service teams Familiarity with ASME pressure vessel codes and standards is a plus Good interpersonal skills with the ability to communicate ideas in a coherent and comprehensive manner Strong verbal and written communication skills Must be legally authorized to work in the United States for any employer without restrictions
Be assured that resumes will be kept strictly confidential until we speak about a specific opportunity and agree to send it to a client of ours. If your experience matches our client's requirements, we will contact you immediately.
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Director, customer support job description example 2
Mighty Networks director, customer support job description
The Director of Customer Support and Advocacy is a key leadership position responsible for supporting Mighty Networks' Hosts and their members in using our product, and advocating internally for what our Hosts need to build successful courses, communities, and businesses on their own Mighty Network. Reporting to Mighty's SVP of Business Operations, this leader will ensure customer support and advocacy delivers consistent, accurate, and rapid service, leveraging our support and advocacy efforts into a key differentiator for the company.
Responsibilities
* Lead the drive to excellence of Mighty Networks' Customer Support and Advocacy team, infrastructure, and results in a high volume, fast-paced environment.
* Recruit, train, guide, and scale Customer Advocates at Mighty Networks to their highest potential and productivity.
* The Director of Customer Support and Advocacy is responsible for identifying, recruiting, and developing high potential Customer Advocates, as well as scaling our relationship with our partner support organization.
* Leverage creative recognition, professional development, metrics, competitions, and other rewards to motivate and develop our team of Customer Advocates and partner organization.
* Evolve our infrastructure to increase responsiveness, intelligence, and leading edge practices in solving customer challenges and getting people the right answers quickly 24/7.
* Run the day to day relationship with our partner vendor.
* Surface and strongly advocate for the "voice of the customer" within Mighty Networks.
* Identify and advocate for solving issues at the root cause, making product improvements that will dramatically reduce support ticket volume and team time.
* Proactively build systems to bring metrics and qualitative assessment back to our executive team and the rest of the company.
* Refine and drive forward the dashboards and success metrics coming out of Customer Support and Advocacy.
Qualifications and Experience
* Direct experience in building a high-performing customer support organization for SaaS products that serve small businesses and solo entrepreneurs.
* Passionate about scaling humans (both the team and our customers) in ways that preserve our humanity and differentiate the quality and responsiveness of results.
* Deep experience building support systems for companies in a growth stage startup.
* Expertise with the tools, language, management, metrics, and techniques of modern SaaS support and advocacy.
* Ability to recruit and grow a strong team that operates with initiative, collaboration, and a bias toward action.
Personal Characteristics
* You play to win with honor, yet still play to win. You understand the power of strong customer support in building a brand, especially a brand in an emerging category.
* You are experienced and comfortable with the challenges and rewards of operating in a fast-paced environment.
* You have presence. You are comfortable in rooms with strong personalities, including executives and successful creators.
* You understand the goals, challenges, and dynamics of small businesses, creators, and solo entrepreneurs.
* You strive to build strong systems that anticipate challenges before they become problems. Yet, when necessary, you are not afraid of difficult conversations.
Responsibilities
* Lead the drive to excellence of Mighty Networks' Customer Support and Advocacy team, infrastructure, and results in a high volume, fast-paced environment.
* Recruit, train, guide, and scale Customer Advocates at Mighty Networks to their highest potential and productivity.
* The Director of Customer Support and Advocacy is responsible for identifying, recruiting, and developing high potential Customer Advocates, as well as scaling our relationship with our partner support organization.
* Leverage creative recognition, professional development, metrics, competitions, and other rewards to motivate and develop our team of Customer Advocates and partner organization.
* Evolve our infrastructure to increase responsiveness, intelligence, and leading edge practices in solving customer challenges and getting people the right answers quickly 24/7.
* Run the day to day relationship with our partner vendor.
* Surface and strongly advocate for the "voice of the customer" within Mighty Networks.
* Identify and advocate for solving issues at the root cause, making product improvements that will dramatically reduce support ticket volume and team time.
* Proactively build systems to bring metrics and qualitative assessment back to our executive team and the rest of the company.
* Refine and drive forward the dashboards and success metrics coming out of Customer Support and Advocacy.
Qualifications and Experience
* Direct experience in building a high-performing customer support organization for SaaS products that serve small businesses and solo entrepreneurs.
* Passionate about scaling humans (both the team and our customers) in ways that preserve our humanity and differentiate the quality and responsiveness of results.
* Deep experience building support systems for companies in a growth stage startup.
* Expertise with the tools, language, management, metrics, and techniques of modern SaaS support and advocacy.
* Ability to recruit and grow a strong team that operates with initiative, collaboration, and a bias toward action.
Personal Characteristics
* You play to win with honor, yet still play to win. You understand the power of strong customer support in building a brand, especially a brand in an emerging category.
* You are experienced and comfortable with the challenges and rewards of operating in a fast-paced environment.
* You have presence. You are comfortable in rooms with strong personalities, including executives and successful creators.
* You understand the goals, challenges, and dynamics of small businesses, creators, and solo entrepreneurs.
* You strive to build strong systems that anticipate challenges before they become problems. Yet, when necessary, you are not afraid of difficult conversations.
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Director, customer support job description example 3
Coupa Software director, customer support job description
Coupa Software (NASDAQ: COUP), a leader in business spend management (BSM), has been certified as a “Great Place to Work” by the Great Place to Work organization. We deliver “Value as a Service” by helping our customers maximize their spend under management, achieve significant cost savings and drive profitability. Coupa provides a unified, cloud-based spend management platform that connects hundreds of organizations representing the Americas, EMEA, and APAC with millions of suppliers globally. The Coupa platform provides greater visibility into and control over how companies spend money. Customers - small, medium and large - have used the Coupa platform to bring billions of dollars in cumulative spend under management. Learn more at www.coupa.com. Read more on the Coupa Blog or follow @Coupa on Twitter.
Do you want to work for Coupa Software, the world's leading provider of cloud-based spend management solutions? We're a company that had a successful IPO in October 2016 (NASDAQ: COUP) to fuel our innovation and growth. At Coupa, we're building a great company that is laser focused on three core values:
1. Ensure Customer Success - Obsessive and unwavering commitment to making customers successful.
2. Focus On Results - Relentless focus on delivering results through innovation and a bias for action.
3. Strive For Excellence - Commitment to a collaborative environment infused with professionalism, integrity, passion, and accountability.
Responsibilities:Customer Value Directors are responsible for helping customers accelerate and elevate the value they receive from their Coupa investment. As such, they focus on a number of key activities:Ownership and accountability for ongoing value realization Provide strategic thought leadership Develop and refine Customer Value PlansDefine and review measurable Success MetricsMonitor progress towards success goals Identify next-level value creation opportunities Lead Customer Value Reviews with key Coupa and Customer SteakholdersSpecific goals center on the following:Customer value realization Customer advocacy Customer renewal and growth of annual contract value.Advancement of Business Spend Management MaturityKey activities include:Lead customer value metrics workshops Develop customer value roadmaps Conduct scheduled customer check-ins Drive periodic value reviews Manage renewals Monitor customer performance Manage customer relationships Establish role as trusted advisor“QB” Coupa internal resources as needed Share best practices ideas, product information, and relevant Coupa news Support/drive customer marketing campaigns
Requirements:Strong P2P or S2C or similar domain expertise Strong background in customer / client management Experience with demonstrated success in the following:Understanding and evolving Customer Project Business Plans Managing client expectations Developing and maintaining executive relationships and associated influencing strategies Program management including managing disparate, cross-functional, cross-enterprise project teams Ability to have value-based conversation with business executives Strong organizational skills Strong communication skills including professional writing skills, verbal skills and experience presenting to executive teams.Background in SaaS solutions.
#LI-Remote
At Coupa, we have a strong and innovative team dedicated to improving the spend management processes of today's dynamic businesses. It's our people who make it happen, and we strive to attract and retain the best in every discipline.
We take care of our employees every way we can, with competitive compensation packages, as well as restricted stock units, an Employee Stock Purchase Program (ESPP), comprehensive health benefits for employees and their families, retirement and savings plans with employer match, a flexible work environment, no limit vacations for exempt employees, non-exempt employees are on an accrual basis for PTO, catered lunches…And much more!
As part of our dedication to the diversity of our workforce, Coupa is committed to Equal Employment Opportunity without regard for race, ethnicity, gender, protected veteran status, disability, sexual orientation, gender identity or religion.
Please be advised, inquiries or resumes from recruiters will not be accepted.
Do you want to work for Coupa Software, the world's leading provider of cloud-based spend management solutions? We're a company that had a successful IPO in October 2016 (NASDAQ: COUP) to fuel our innovation and growth. At Coupa, we're building a great company that is laser focused on three core values:
1. Ensure Customer Success - Obsessive and unwavering commitment to making customers successful.
2. Focus On Results - Relentless focus on delivering results through innovation and a bias for action.
3. Strive For Excellence - Commitment to a collaborative environment infused with professionalism, integrity, passion, and accountability.
Responsibilities:Customer Value Directors are responsible for helping customers accelerate and elevate the value they receive from their Coupa investment. As such, they focus on a number of key activities:Ownership and accountability for ongoing value realization Provide strategic thought leadership Develop and refine Customer Value PlansDefine and review measurable Success MetricsMonitor progress towards success goals Identify next-level value creation opportunities Lead Customer Value Reviews with key Coupa and Customer SteakholdersSpecific goals center on the following:Customer value realization Customer advocacy Customer renewal and growth of annual contract value.Advancement of Business Spend Management MaturityKey activities include:Lead customer value metrics workshops Develop customer value roadmaps Conduct scheduled customer check-ins Drive periodic value reviews Manage renewals Monitor customer performance Manage customer relationships Establish role as trusted advisor“QB” Coupa internal resources as needed Share best practices ideas, product information, and relevant Coupa news Support/drive customer marketing campaigns
Requirements:Strong P2P or S2C or similar domain expertise Strong background in customer / client management Experience with demonstrated success in the following:Understanding and evolving Customer Project Business Plans Managing client expectations Developing and maintaining executive relationships and associated influencing strategies Program management including managing disparate, cross-functional, cross-enterprise project teams Ability to have value-based conversation with business executives Strong organizational skills Strong communication skills including professional writing skills, verbal skills and experience presenting to executive teams.Background in SaaS solutions.
#LI-Remote
At Coupa, we have a strong and innovative team dedicated to improving the spend management processes of today's dynamic businesses. It's our people who make it happen, and we strive to attract and retain the best in every discipline.
We take care of our employees every way we can, with competitive compensation packages, as well as restricted stock units, an Employee Stock Purchase Program (ESPP), comprehensive health benefits for employees and their families, retirement and savings plans with employer match, a flexible work environment, no limit vacations for exempt employees, non-exempt employees are on an accrual basis for PTO, catered lunches…And much more!
As part of our dedication to the diversity of our workforce, Coupa is committed to Equal Employment Opportunity without regard for race, ethnicity, gender, protected veteran status, disability, sexual orientation, gender identity or religion.
Please be advised, inquiries or resumes from recruiters will not be accepted.
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Updated March 14, 2024
Updated March 14, 2024