Director of Global Support
📋 Role Overview & Responsibilities
About Our ClientOur client is a leading Conversational AI SaaS company focused on providing cutting-edge solutions to the financial services industry. They serve close to 100 financial institutions today. They are one of the fastest-growing AI + financial technology companies in the industry, having grown 1800% in the last one year and recently featured as one of the top 100 fastest-growing fintech companies in Silicon Valley. Their mission is to empower every financial institution to scale efficiently and help its customers achieve financial wellness.
The team's core technology is built 100% in-house with several breakthroughs in Natural Language Understanding. Their parser is built based on zero-shot learning that helps them to launch industry-specific IVA that can achieve over 90% accuracy on Day-1. The team is 160+ people strong with employees spread across India and US locations.
What you will do:Develop and implement a comprehensive global support strategy that aligns with the company's objectives and customer needs.Lead, mentor, and scale a high-performing global support team across multiple regions, ensuring they are equipped with the necessary skills and resources.Establish and monitor key performance indicators (KPIs) for the support function, including response times, customer satisfaction scores, and issue resolution rates.Collaborate with the product and engineering teams to identify and address recurring customer issues, contributing to product improvement and customer success.Manage and optimize support channels (email, chat, phone, social media) to ensure customers receive timely and effective assistance.Foster a customer-centric culture within the team, emphasizing the importance of proactive support and customer advocacy.Oversee the development and maintenance of support documentation, including FAQs, knowledge bases, and training materials.Negotiate and manage contracts with external support vendors and partners, ensuring they meet service standards and cost objectives.Stay abreast of industry trends and best practices in customer support, incorporating innovative ideas and technologies to enhance service delivery.
What you bring:Minimum of 10 years experience in customer support or service roles, with at least 5 years in a leadership position managing global teams.Proven track record of developing and executing successful support strategies in a global context.Deep understanding of customer support technologies and platforms, including cloud platforms like AWS or Azure, ticketing tools, and communication software.Analytical mindset with the ability to interpret data, identify trends, and make data-driven decisions.Flexibility to work across different time zones.Ability to work with customers to troubleshoot and resolve complex software issues.Experience in hiring and training support teams.Experience in building support processes for 24/7 availability.Experience in building dashboards and analytics for business review.Experience in building and enforcing Incident Management systems.
What They Offer💻 Remote First Policy🏥 Medical/Dental/Vision Insurance🏝 PTO & Holidays✨ Life Insurance
Salary Range150,000 - $180,000
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