Director Customer Support

JR United Kingdom; Hounslow; Remote; GBP 45,000 - 70,000; Full time

Job summary

A leading technology company is seeking a Director of Customer Support to oversee their support team and enhance client satisfaction. This full-time remote position involves developing procedures, managing escalations, and fostering client relationships to ensure excellent service delivery. Ideal candidates will have strong analytical skills, proven management experience, and a relevant degree.

Qualifications

• Experience in managing a customer support team.
• Technical support experience and troubleshooting skills.
• Knowledge in software-as-a-service (SaaS) is a plus.

Responsibilities

• Leading and managing a team of customer support representatives.
• Implementing customer service policies to drive satisfaction.
• Collaborating with teams for timely issue resolution.

Skills

Customer support

Customer service

Analytical skills

Communication

Teamwork

Education

Bachelor's degree in computer science

Bachelor's degree in business administration

Job description

Company Description

BlueTweak is a leading technology company that offers cutting-edge customer service solutions through BlueHub, an AI-driven customer support platform. Our platform integrates automation, RPA, Chatbots, and ML models to empower businesses and ensure a consistent and seamless experience for customers across all touchpoints. As experts in digital solutions, we strive to improve customer engagement by providing pioneering technology that enhances and optimizes the customer service experience.

Role Description

As a Director of Customer Support, you will be responsible for managing our customer support team and ensuring that we deliver exceptional support to our clients. This is a full-time remote role that involves the following day-to-day tasks:

• Leading and managing a team of customer support representatives
• Developing and implementing customer service policies and procedures that drive customer satisfaction
• Collaborating with other teams to ensure the timely resolution of customer issues
• Managing escalations and identifying trends or issues that require further investigation
• Developing and maintaining positive relationships with clients

Qualifications

• Customer support and customer service skills
• Strong analytical skills to identify and solve customer problems
• Experience in technical support and troubleshooting
• Excellent communication skills and ability to work in a team
• Proven experience in managing a customer support team and driving customer satisfaction
• Bachelor's degree or higher in computer science, business administration, or related field
• Experience in software-as-a-service (SaaS) or technology industry is a plus