What does a director, customer support services do?
A director of customer support services leads the initiatives put into developing a company's customer support operations, aiming for efficiency and client satisfaction. Their job entails conducting extensive research to enhance positive customer relationships, setting goals and guidelines, establishing customer loyalty programs, and overseeing the recruitment and hiring procedures. Other responsibilities include reviewing regular reports and consumer feedback, and conducting assessments to ensure customers receive optimal services. Moreover, as a director, they have the responsibility to develop strategic plans to optimize operations and implement company policies and regulations.
Director, customer support services responsibilities
Here are examples of responsibilities from real director, customer support services resumes:
- Manage the sales order process; entering, picking and invoicing EDI and specialty accounts that have their own vendor portals.
- Assist customers with making appointments, purchasing electrical equipment and tinting windows when need.
- Demonstrate superb organizational and multitasking abilities
- Demonstrate superb organizational and multitasking abilities
Director, customer support services skills and personality traits
We calculated that 29% of Directors, Customer Support Services are proficient in Sales Support, Customer Support, and Data Entry. They’re also known for soft skills such as Communication skills, Computer skills, and Customer-service skills.
We break down the percentage of Directors, Customer Support Services that have these skills listed on their resume here:
- Sales Support, 29%
Provided sales support, resulting in 75% of new deals closed with corporate expectation of 50%.
- Customer Support, 8%
Implemented a new customer support organization dedicated to providing enterprise level, global support at a world-class level.
- Data Entry, 8%
Gather, scan, process & create data entry information into various systems.
- Cash Handling, 6%
Network based computer data entry, open/close operations and open/close cash handling, property management through storage facility rentals and assistance.
- Inbound Calls, 4%
Answered inbound calls and transfer appropriately.
- Customer Inquiries, 3%
Personalized documentation and response to customer inquiries.
Most directors, customer support services use their skills in "sales support," "customer support," and "data entry" to do their jobs. You can find more detail on essential director, customer support services responsibilities here:
Communication skills. To carry out their duties, the most important skill for a director, customer support services to have is communication skills. Their role and responsibilities require that "customer service representatives must be able to provide clear information in writing, by phone, or in person." Directors, customer support services often use communication skills in their day-to-day job, as shown by this real resume: "utilized excellent communication abilities and research skills to resolve customer problems. "
Customer-service skills. Another skill that relates to the job responsibilities of directors, customer support services is customer-service skills. This skill is critical to many everyday director, customer support services duties, as "representatives help companies retain customers by professionally answering questions and helping to resolve complaints." This example from a resume shows how this skill is used: "served as customer support advocate for product issues and collaborated with product management and engineering on prioritizing features and enhancements. "
Interpersonal skills. A big part of what directors, customer support services do relies on "interpersonal skills." You can see how essential it is to director, customer support services responsibilities because "representatives should be able to create positive interactions with customers." Here's an example of how this skill is used from a resume that represents typical director, customer support services tasks: "utilize solution-oriented problem solving skills via excellent interpersonal communication while servicing an average of 100+ inbound calls daily. "
Listening skills. Another common skill required for director, customer support services responsibilities is "listening skills." This skill comes up in the duties of directors, customer support services all the time, as "representatives must listen carefully to ensure that they understand customers in order to assist them." An excerpt from a real director, customer support services resume shows how this skill is central to what a director, customer support services does: "communicated directly with customers to answer account-related questions and resolve billing issues. "
Patience. While "patience" is last on this skills list, don't underestimate its importance to director, customer support services responsibilities. Much of what a director, customer support services does relies on this skill, seeing as "representatives should be patient and polite, especially when interacting with dissatisfied customers." Here is a resume example of how this skill is used in the everyday duties of directors, customer support services: "assisted customer inquiries with professionalism and patience answered multi-line phone system and directed callers to appropriate extension. "
See the full list of director, customer support services skills
The three companies that hire the most director, customer support servicess are:
- VPNE5 directors, customer support services jobs
- Raytheon Technologies2 directors, customer support services jobs
- Check 'n Go2 directors, customer support services jobs
Choose from 10+ customizable director, customer support services resume templates
Build a professional director, customer support services resume in minutes. Our AI resume writing assistant will guide you through every step of the process, and you can choose from 10+ resume templates to create your director, customer support services resume.
Compare different directors, customer support services
Director, customer support services vs. Customer liaison
Customer liaisons are professionals who act as the focal point to deal with customer problems, questions, or concerns by coordinating with the proper company personnel to provide accurate answers for them. They are required to handle inbound calls to resolve immediate issues while providing excellent customer service to members. They must manage concerns related to customer service so that they can maintain customer loyalty and encourage future business. Customer liaisons must also train all new staff members to handle a high volume of calls while maintaining positive service to clients.
There are some key differences in the responsibilities of each position. For example, director, customer support services responsibilities require skills like "sales support," "post sales," "data entry," and "cash handling." Meanwhile a typical customer liaison has skills in areas such as "customer service," "logistics," "main liaison," and "payroll." This difference in skills reveals the differences in what each career does.
Customer liaisons tend to reach similar levels of education than directors, customer support services. In fact, customer liaisons are 4.0% less likely to graduate with a Master's Degree and 0.8% less likely to have a Doctoral Degree.Director, customer support services vs. Customer agent
A customer agent provides friendly service to external and internal customers. Customer agents talk to customers on behalf of businesses and companies. They help customers with their queries and complaints. It is their job to give customers a better understanding of the products. They answer questions with regards to their reservations. Sometimes, they also have sales roles. Oftentimes, they answer questions, process sales, provide information, and resolve problems.
While some skills are similar in these professions, other skills aren't so similar. For example, resumes show us that director, customer support services responsibilities requires skills like "sales support," "post sales," "cash handling," and "inbound calls." But a customer agent might use other skills in their typical duties, such as, "customer service," "troubleshoot," "inbound phone calls," and "us customs."
Customer agents earn a lower average salary than directors, customer support services. But customer agents earn the highest pay in the technology industry, with an average salary of $32,547. Additionally, directors, customer support services earn the highest salaries in the manufacturing with average pay of $41,495 annually.Average education levels between the two professions vary. Customer agents tend to reach lower levels of education than directors, customer support services. In fact, they're 6.8% less likely to graduate with a Master's Degree and 0.8% less likely to earn a Doctoral Degree.What technology do you think will become more important and prevalent for director, customer support serviceses in the next 3-5 years?
Vele Galovski
VP of Support and Field Services Research, TSIA
- HelpLightning
-Connected Product
-Video/Remote Support
2. The downturn exposed the need for many industries to accelerate their investments in digital transformation.
-Extreme Remote Services: Ability to deliver a majority of your service portfolio remotely.
- Extreme Automation: Ability to leverage AI, machine learning, RPA to automate the deliver of sales and service motions.
-Digital Sales Motion: Digital led, data driven sales engagement model.
Director, customer support services vs. Customer advisor
A customer advisor is responsible for assisting customers with their inquiries and concerns regarding the company's goods and services. Customer advisors also coordinate with the sales and marketing team to sell services by reaching out to potential and existing clients to increase revenue resources and profits. Customer advisors document reports, resolve complaints, and process orders and payments. A customer advisor must have excellent organizational and communication skills to ensure the highest customer satisfaction and achieve the business' long-term goals and objectives.
Some important key differences between the two careers include a few of the skills necessary to fulfill the responsibilities of each. Some examples from director, customer support services resumes include skills like "sales support," "post sales," "data entry," and "cash handling," whereas a customer advisor is more likely to list skills in "excellent interpersonal," "persuasion," "multitasking," and "customer service. "
Customer advisors make a very good living in the media industry with an average annual salary of $34,880. On the other hand, directors, customer support services are paid the highest salary in the manufacturing industry, with average annual pay of $41,495.customer advisors typically earn lower educational levels compared to directors, customer support services. Specifically, they're 6.3% less likely to graduate with a Master's Degree, and 1.3% less likely to earn a Doctoral Degree.Director, customer support services vs. Guest services
Guest service representatives, also known as guest service agents, are specialists in the hospitality industry. Generally, these agents are employed in hotels, spa units, or in places where guests need service or information for better accommodation. They multitask in the industry to provide outstanding service to guests. Building good relationships with customers is paramount to their job as they help promote a friendly environment. Their primary aim is to make their customers happy and satisfied with any service they offer.
Even though a few skill sets overlap between directors, customer support services and guest services, there are some differences that are important to note. For one, a director, customer support services might have more use for skills like "sales support," "post sales," "customer support," and "cash handling." Meanwhile, some responsibilities of guest services require skills like "guest service," "reservations," "customer service," and "front desk. "
Guest services enjoy the best pay in the retail industry, with an average salary of $29,150. For comparison, directors, customer support services earn the highest salary in the manufacturing industry.In general, guest services hold lower degree levels compared to directors, customer support services. Guest services are 7.4% less likely to earn their Master's Degree and 1.2% less likely to graduate with a Doctoral Degree.Types of director, customer support services
Updated January 8, 2025
