Director of Customer Support

Role overview

The Director of Customer Support is responsible for strategy development, implementation and execution with regard to our ability to address issues from Customers, Members and our internal teams. This individual is responsible for leading the Customer Support team, so they can be knowledgeable, empowered, empathetic, and solution-focused while addressing questions, issues and/or incidents within service level agreements (SLAs) to create a high level of customer satisfaction.

A day in the life…

• Help define and implement a comprehensive customer support strategy aligned with the company’s goals and objectives.
• Lead initiatives that enhance the end to end member escalation experience and improve customer and member satisfaction.
• Identify process improvements and technology advancements to streamline member escalation interactions that both improve satisfaction and efficiency.
• Establish measurements, dashboards, reporting, and analysis for the member escalation processes to create visibility and accountability within the organization.
• Build tools and processes that drive visibility and accountability of cross-functional teams including executives and leaders from across the organization.
• Design a Customer Support organizational structure that enables team members to develop, grow, and thrive.
• Recruit, train, and mentor a high-performing Customer Care Team.
• Foster a culture of customer and member obsession within the Customer Care team.
• Set clear goals and performance metrics for the team and provide regular feedback and coaching to ensure objectives are met.
• Develop and maintain strong cross-functional relationships within Accolade to meet customer and member needs.

What we are looking for…

• Bachelor’s degree in a technical field or equivalent experience
• 8-10 years’ experience at a senior level management in service support, interfacing with customers.
• 8-10 years’ experience in leading large customer support teams for large national Fortune 100 organizations
• Excellent written and verbal communication skills, including motivation, persuasion and documentation skills.
• Senior level experience and knowledge of global/decentralized support matrix and deployment of call/contact centers.
• Ability to plan and prioritize business goals and objectives
• Extensive work experience in a rapidly growing or rapidly changing environment
• Strong analytical skills with an aptitude for translating quantitative and qualitative data into actionable plans
• Extensive experience developing and implementing new processes
• Extensive knowledge and use of knowledge database systems required
• Extensive knowledge of CRM and experience required
• Extensive knowledge developing and implementing resource planning tools and procedures