What does a director, customer support do?
Customer service directors are executive professionals who manage customer service professionals as well as direct the overall outlook of an organization's customer service policies, objectives, and initiatives. These directors are required to create processes that can achieve business goals and objectives concerning customer service. They must identify new tools and technologies to provide excellent service to their customers and drive better sales. Customer service directors must also partner with client relations to optimize client profitability through business planning and collaboration.
Director, customer support responsibilities
Here are examples of responsibilities from real director, customer support resumes:
- Lead the implementation team to install JDE ERP system for sales orders and accounts receivable.
- Restructure process and quality initiatives to facilitate penetration of new markets; lead ISO 9001- 2000 certification.
- Introduce SaaS tools, Salesforce.com, and other resources design to empower staff to more effectively manage the customer experience.
- Lead portal migration to new CRM system, improving portal reliability while adding enhance content publishing and case management capabilities.
- Manage new facility infrastructure architecture and engineering installation as well as existing facility technology upgrades and expansions.
- Develop and implement contests and training curriculum to drive KPIs.
- Devise internal processes to handle customer's calls regarding SLA definitions and problem resolution.
- Ensure constant state of readiness for ISO, FDA, and other regulatory audits.
- Implement new phone and IVR systems and functionality to support the business needs and reduce costs.
- Redesign CRM and IVR strategy for pipeline management of prospects, reactivation of prior customers and retention teams.
- Define requirements and oversee Salesforce implementation.
- Redefine maintenance SLA for target customers.
- Implement contact center technology including CRM and telephony.
- Introduce new call escalation and QA error analysis training methodology.
- Gauge operational stability/instability by developing and maintaining KPIs, including quality assurance metrics.
Director, customer support skills and personality traits
We calculated that 13% of Directors, Customer Support are proficient in Customer Support, Continuous Improvement, and Technical Support. They’re also known for soft skills such as Creativity, Interpersonal skills, and Organizational skills.
We break down the percentage of Directors, Customer Support that have these skills listed on their resume here:
- Customer Support, 13%
Coordinate all day-to-day operations for customer support and implementation team for 150+ customers at learning management software company.
- Continuous Improvement, 6%
Consulted with national executives to provide continuous improvement by analyzing data and customer service levels used to launch special projects.
- Technical Support, 6%
Created a technical support engineer development plan consisting of various internal and external training to ensure professional development of my engineers.
- Salesforce, 6%
Defined requirements and oversaw Salesforce implementation.
- Cloud, 5%
Customized and implemented Service Cloud with cross functionality in Sales Force for case and repair order tracking.
- CRM, 4%
Defined requirements with Information Systems to develop and cultivate internally developed CRM.
Common skills that a director, customer support uses to do their job include "customer support," "continuous improvement," and "technical support." You can find details on the most important director, customer support responsibilities below.
Creativity. The most essential soft skill for a director, customer support to carry out their responsibilities is creativity. This skill is important for the role because "advertising, promotions, and marketing managers must be able to generate new and imaginative ideas." Additionally, a director, customer support resume shows how their duties depend on creativity: "worked with sales organization on new growth opportunities for strategic customers and defined inventory service levels. "
Interpersonal skills. Another essential skill to perform director, customer support duties is interpersonal skills. Directors, customer support responsibilities require that "managers must deal with a range of people in different roles, both inside and outside the organization." Directors, customer support also use interpersonal skills in their role according to a real resume snippet: "recognized for creativity, project management leadership and interpersonal relationship building. "
Organizational skills. This is an important skill for directors, customer support to perform their duties. For an example of how director, customer support responsibilities depend on this skill, consider that "advertising, promotions, and marketing managers must manage their time and budget efficiently while directing and motivating staff members." This excerpt from a resume also shows how vital it is to everyday roles and responsibilities of a director, customer support: "provided organizational leadership for a dedicated team of specialists that delivered optimal service and exceptional customer and technical support. ".
Analytical skills. director, customer support responsibilities often require "analytical skills." The duties that rely on this skill are shown by the fact that "advertising, promotions, and marketing managers must be able to analyze industry trends to determine the most promising strategies for their organization." This resume example shows what directors, customer support do with analytical skills on a typical day: "designed and implemented customer support database tracking and reporting system. "
Communication skills. Another crucial skill for a director, customer support to carry out their responsibilities is "communication skills." A big part of what directors, customer support relies on this skill, since "managers must be able to communicate effectively with a broad-based team made up of other managers or staff members during the advertising, promotions, and marketing process." How this skill relates to director, customer support duties can be seen in an example from a director, customer support resume snippet: "managed customer support staff and duties for a business to business company in the telecommunications field. "
The three companies that hire the most director, customer supports are:
- Change Healthcare50 directors, customer support jobs
- Kronos Incorporated35 directors, customer support jobs
- Grp Inc
19 directors, customer support jobs
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Compare different directors, customer support
Director, customer support vs. Marketing manager
Marketing managers are experienced employees who oversee the marketing department of the organization. They manage activities such as marketing campaigns, social media postings, company branding, and other strategic marketing activities. They provide strategic direction and come up with departmental goals. They also provide proper training for employees in the department to ensure that they have a deep understanding of its marketing tools. Marketing managers should be creative, should have good interpersonal skills, and should be flexible.
These skill sets are where the common ground ends though. The responsibilities of a director, customer support are more likely to require skills like "customer support," "continuous improvement," "technical support," and "salesforce." On the other hand, a job as a marketing manager requires skills like "digital marketing," "marketing campaigns," "project management," and "integrated marketing." As you can see, what employees do in each career varies considerably.
Marketing managers earn the highest salaries when working in the technology industry, with an average yearly salary of $115,553. On the other hand, directors, customer support are paid more in the technology industry with an average salary of $122,606.The education levels that marketing managers earn slightly differ from directors, customer support. In particular, marketing managers are 1.4% less likely to graduate with a Master's Degree than a director, customer support. Additionally, they're 0.1% more likely to earn a Doctoral Degree.Director, customer support vs. Business development manager
A business development manager's duties include identifying business opportunities, developing effective models and strategies to improve business performance, searching for potential clients to generate income and attract partnerships. A business development manager must have extensive knowledge of the market trends and adjust strategies as needed to meet the needs of the client. Excellent communication, decision-making, critical thinking, and leadership skills are just some of the key factors that business development managers should possess to communicate and negotiate with the clients.
While some skills are similar in these professions, other skills aren't so similar. For example, resumes show us that director, customer support responsibilities requires skills like "customer support," "continuous improvement," "technical support," and "cloud." But a business development manager might use other skills in their typical duties, such as, "customer service," "healthcare," "business relationships," and "customer relationships."
Business development managers may earn a lower salary than directors, customer support, but business development managers earn the most pay in the finance industry with an average salary of $103,515. On the other hand, directors, customer support receive higher pay in the technology industry, where they earn an average salary of $122,606.Average education levels between the two professions vary. Business development managers tend to reach similar levels of education than directors, customer support. In fact, they're 0.3% less likely to graduate with a Master's Degree and 0.1% more likely to earn a Doctoral Degree.Director, customer support vs. Call center manager
Call center managers specialize in overseeing call center operations and agents' performances, ensuring that customers are satisfied. Aside from this, they are mostly involved in hiring and training new agents, shaping them into productive workforce members. As managers, they must lead by setting targets, encouraging agents, and devising strategies to meet them, even providing support when issues are difficult to resolve. Furthermore, call center managers must implement and adhere to all policies and regulations of the company.
There are many key differences between these two careers, including some of the skills required to perform responsibilities within each role. For example, a director, customer support is likely to be skilled in "continuous improvement," "technical support," "salesforce," and "cloud," while a typical call center manager is skilled in "strong customer service," "call center management," "center management," and "payroll."
Call center managers earn the highest salary when working in the technology industry, where they receive an average salary of $38,934. Comparatively, directors, customer support have the highest earning potential in the technology industry, with an average salary of $122,606.Most call center managers achieve a lower degree level compared to directors, customer support. For example, they're 7.1% less likely to graduate with a Master's Degree, and 0.1% less likely to earn a Doctoral Degree.Director, customer support vs. Client services director
A client services director is responsible for maintaining healthy business relationships with clients, ensuring that operational teams provide the highest quality services for the clients, following their deliverables and business requirements. Client services directors oversee project management procedures, identifying inconsistencies, and revising business plans to improve outputs and achieve client satisfaction. They also recommend cost-reduction techniques, as well as processes to maximize productivity and enhance the utilization of resources. A client services director coordinates with the clients for progress updates, as well as informing them of adjustments and opportunities for business development.
Types of director, customer support
Updated January 8, 2025
