Director of Customer Support

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Company: ISI Telemanagement Solutions, LLC
Location: Chicago, IL 60606 (Loop area)

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Job Title: Director of Customer Support

Reports To: VP of Customer Success

Summary of Responsibilities:

Oversee and ensure internal and external customer satisfaction by effectively managing ISI’s Customer Support department. The Customer Support department is responsible for answering technical questions from customers, assisting in resolving customer technical issues, and working with ISI’s other departments to serve as an advocate for our customers.

The Director of Customer Support is responsible for:

  • Ensuring ISI delivers a superior customer experience for all customers who require post-sales technical assistance
  • Identifying, hiring, training, enabling, developing and rewarding top talent
  • Maintaining and extending all tools and technology used by the Customer Support team and by ISI’s customers and partners
  • Developing a culture of customer advocacy within ISI by serving as the voice of the customer within ISI.

Essential Duties/Responsibilities:

1. Initiates recruitment and development of staff. Performs performance evaluations and measures individual’s goal attainment. Coaches staff in the performance of standard processes. Provides guidance and suggestions for processes and issues. Ensures that all new staff are onboarded effectively, and that all staff are trained on changes in our products and the systems we use.

2. Develops strategic and tactical plans and budgets in order to achieve team and company goals.

3. Manages the overall utilization of Department resources and resolves conflicting needs of internal and external customers. Recommends documents and metrics to help manage the effectiveness of departmental procedures and practices.

4. Manages Salesforce Service Cloud. Makes recommendations towards modifications and changes to Service Cloud and other customer support tools and systems to ensure the best possible customer experience.

5. During the regular course of business, this position will have access to confidential customer information.

6. May be required to work flexible hours to support special customer needs.

Education and Minimum Experience Required:

Bachelor’s degree (BA/BS) in business, science or other related discipline (MBA a plus) along with a minimum of 5 years of Customer Support leadership experience OR a minimum of 10 years of Customer Support leadership experience without a Bachelor’s degree (BA/BS) in business, science or related discipline. Experience in the telecom industry is preferred, but not required.

Skill Requirements:

  • Experience managing a Customer Support operation, preferably in a SaaS environment.
  • Demonstrated proficiency in management and development of staff in a Customer Support environment, including knowledge of best practices.
  • Exceptional customer relationship skills – managing escalation and establishing/maintaining a customer-centric culture, and obtaining references, case studies and testimonials from customers.
  • Excellent verbal and written communication skills are a must to be able to move projects through cross-functional teams, translate telecom solution concepts to clients, and clearly articulate product benefits and results.
  • Proven skills in problem analysis and problem solving. Ability to create (and manage to) departmental budget and review financial and profitability statements.
  • Excellent organizational, planning and prioritization skills.
  • Experienced in the use of MS Office (Word, Excel, PowerPoint, Outlook)
  • Knowledge of Salesforce Service Cloud or other similar Customer Relationship Management (CRM) software solutions.

Job Type: Full-time

Experience:

  • customer service: 5 years (Required)

Education:

  • Bachelor’s (Preferred)

Additional Compensation:

  • Bonuses

Work Location:

  • One location

Benefits:

  • Health insurance
  • Dental insurance
  • Vision insurance
  • Retirement plan
  • Paid time off
  • Professional development assistance
  • Tuition reimbursement
  • Parental leave

Communication method(s) used:

  • Email
  • Phone
  • Chat

This Job Is Ideal for Someone Who Is:

  • People-oriented — enjoys interacting with people and working on group projects
  • Achievement-oriented — enjoys taking on challenges, even if they might fail
  • Innovative — prefers working in unconventional ways or on tasks that require creativity

This Company Describes Its Culture as:

  • Innovative — innovative and risk-taking
  • Team-oriented — cooperative and collaborative
  • Outcome-oriented — results-focused with strong performance culture