Clearent
  • 29-Jul-2019 to 27-Sep-2019 (CST)
  • Operations
  • Louisville, KY, USA
  • Salary
  • Full Time

SUMMARY:

We are seeking an exceptional leader with a passion for developing others and delivering world-class service to our customers and partners. The Director of Customer Support manages teams that provide customer support, technical support and sales support in a dynamic, fast-paced environment. In this role, you will help Clearent support a rapidly-growing customer base while upholding our commitment to provide the level of service that engenders loyalty among our customers.

DUTIES AND RESPONSIBILITIES:

  • 7-10 years of leading teams, driving operational excellence and delivering a superior client experience.
  • Day-to-day management of support teams located in Louisville, KY and St. Louis, MO
  • Coach and mentor team leads and representatives to help them achieve team and personal goals
  • Drive improvements in customer satisfaction across support channels
  • Enable the teams to meet or exceed service level targets
  • Analyze data to make informed decisions about changes to the team, staffing, shift scheduling and process improvements
  • Manage the team to efficiently support a growing customer base
  • Develop metrics to measure the performance of the team and drive improvements
  • Ability to champion change, effectively influence others, down, across and up, and lead effectively in a team-based environment
  • Setting direction in identifying, assessing and developing career paths.  Lead departmental recruiting and training efforts
  • Collaborate with internal stakeholders on process improvements in support and other teams

 

QUALIFICATIONS:

  • 7+ years of Call Center leadership with 5+ years of direct people management
  • Exceptional understanding of customer service, issue resolution, and support best practices
  • Proven track record of identifying and implementing new programs that drive customer success or team development
  • Hands-on experience with support software and tools, including phone systems, CRM, and scheduling tools
  • Ability to independently analyze data and complex issues to make sound decisions
  • Experience recruiting, coaching and developing team members
  • Team player who brings a "can do" attitude to work every day
  • Experience in a fast-paced software or technology environment is highly desired
  • Experience using Salesforce, or similar programs.
  • Excellent written and verbal communication skills
  • Bachelor's degree required
Clearent
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