Key Responsibilities:
- Strategic Leadership:
- Develop and implement comprehensive customer service strategies aligned with company objectives
- Establish and monitor KPIs to measure team performance and customer satisfaction metrics (CSAT, NPS, FCR)
- Drive continuous improvement initiatives to enhance service quality and efficiency
- Team Management:
- Lead, mentor, and develop a multidisciplinary customer service organization
- Oversee recruitment, training, and performance management of customer service teams
- Foster a customer-centric culture and promote professional development across the organization
- Operational Excellence:
- Manage daily operations across all support channels (phone, email, chat, social media)
- Optimize resource allocation and workforce management to ensure adequate coverage
- Develop and maintain standard operating procedures and quality assurance programs
- Stakeholder Management:
- Collaborate with cross-functional leaders to address customer needs and improve overall experience
- Present regular performance reports and strategic recommendations to executive leadership
- Serve as the executive escalation point for critical customer issues
- Technology & Innovation:
- Oversee customer service technology stack (CRM, helpdesk software, AI tools)
- Identify and implement innovative solutions to enhance customer experience
- Manage departmental budget and technology investments
Qualifications:
- Experience:
- 10+ years in customer service leadership roles, with at least 5 years at director level
- Proven experience managing large, global customer service teams
- Background in [Industry, e.g., SaaS, E-commerce, FinTech] preferred
- Skills:
- Exceptional leadership and team development capabilities
- Strong analytical and data-driven decision making skills
- Excellent communication and stakeholder management abilities
- Deep understanding of customer service technologies and trends
- Budget management and financial acumen
- Education:
- Bachelor's degree in Business Administration or related field
- Master's degree or relevant professional certifications preferred