Director, Customer Support - Remote US

April 25

Seamless.AI

WebsiteLinkedInAll Job Openings

Maximize Revenue, Increase Sales & Acquire Your Total Addressable Market

Artificial Intelligence • Machine Learning • Natural Language Processing • Neuro-Linguistic Programming • Data Science

201 - 500

Description

• Lead our Customer Support Division including our Technical Support, Order Entry, and Billing Teams • Ensure processes are built to ensure maximum customer satisfaction and optimal resolution times • Champion technology & automation improvements while working closely with our product & engineering teams to implement into our workflows • Advise our product & engineering teams on chatbot enhancements that drive automation and increase speed in delivering superior customer support • Inform leadership on customer, product, and internal needs to ensure alignment of all processes, workflows, and KPIs • Learn and adapt quickly to new features and updates to our existing products • Implement one to many strategies to manage large cohorts of customers • Manage, hire, and retain a modern SaaS Customer Support team

Requirements

• 5+ years of Customer Support leadership experience in a fast-paced customer success environment • Experience leading both US & Offshore teams and managing Offshore vendor selection • Experience running automated support functions and advising on opportunities to improve chatbot technology • Experience building out repeatable playbooks and leveraging scripting technology to manage teams servicing large cohorts of customers while ensuring client success • Experience rolling out a set of KPIs and goals for a customer success team • Prior experience leading remotely a plus • Exceptional critical thinking skills, problem-solving ability, and practical experience in delivering complex solutions

Benefits

• 11 paid holidays • Generous Accrued Time Off increasing with years of service • Generous paid sick time • Annual day of service