Director of Team Support & Customer Experience

Soccer Village Inc.; Blue Ash (OH); Sur place; USD 90 000 - 140 000; Plein temps

Résumé du poste

Soccer Village Inc. in Blue Ash, OH is seeking a Director of Team Support to lead our customer care and Team Support operations. This role drives strategy, performance, and continuous improvement to deliver outstanding service for customers, teams, and partners.

You will mentor managers, use data to guide decisions, streamline processes, and implement scalable solutions to support growth. The position is full-time, in-office, with a focus on KPI tracking, escalation management, and elevating the

Qualifications

• Bachelor’s degree in Business Administration, Communications, or related field.
• 5+ years in customer support or operations; 2+ years in a leadership/director role.
• Proven track record of building and managing multi-tiered teams.
• Data-driven with ability to analyze metrics and guide improvements.
• Strong problem-solving skills for escalating and resolving issues.
• Technical savvy with enterprise service tools and data visualization platforms.

Responsabilités

• Define and report on KPIs like customer experience (CSAT), resolution (FCR), speed (FRT) and workload.
• Identify bottlenecks and drive root-cause resolutions with sales and production.
• Oversee escalation handling for high-priority customer issues.
• Implement automation of repetitive workflows to improve efficiency.
• Maintain internal knowledge bases and training materials.

Connaissances

Leadership

Data-driven

Customer-focused

Problem solving

Technical savvy

Communication

Formation

Bachelor’s degree in Business Administration, Communications, or related field

Outils

Enterprise service tools

Data visualization platforms

Description du poste

Soccer Village Inc. in Blue Ash, OH is seeking a Director of Team Support to lead our customer care and Team Support operations. This role drives strategy, performance, and continuous improvement to deliver outstanding service for customers, teams, and partners.

You will mentor managers, use data to guide decisions, streamline processes, and implement scalable solutions to support growth. The position is full-time, in-office, with a focus on KPI tracking, escalation management, and elevating the