Director of Customer Operations

hace 4 días

Puerto Colombia Atlántico OnceHub A tiempo completo

As the Director of Customer Operations you will formulate and oversee the strategy, planning and execution of the organization’s overall customer operations across the entire customer journey. You will lead an international Support contact center and an Account management team that is spread across multiple jurisdictions and time zones and connects with customers 24/7.

To succeed in this role, you will have to be deeply involved in ensuring that the department functions seamlessly with a strong focus on operational excellence and customer satisfaction. An additional critical success factor will be your ability to collaborate with the Sales, Marketing and Product functions to ensure that the customer journey is truly delightful across all touchpoints.

IMPORTANT: The global nature of this role requires that you be flexible with your schedule in order to cover staff interaction across multiple time zones. In addition, since this role is responsible for 24/7 support and incident response, interventions during weekends and non-working hours will be required from time to time. Being in Colombia, you will need to start your day early, so that you can use this time to collaborate internally with other functions of the business that work around European time zones.

**In this role, you will**:

- Be in-charge of delivering a seamless customer experience across all stages and touchpoints in the customer journey
- Drive global initiatives to improve customer support, activation, onboarding, expansion and retention.
- Ensure that the customer team works in collaboration with all other business functions
- Lead, manage and direct the daily operations, 24/7 staffing and resource planning for the department
- Own policies, processes, tools and procedures that ensure effortless customer support and consistent, high-quality interactions
- Implement measures to capture and track customer satisfaction and establish a customer-centric culture in the organization
- Establish performance metrics, service levels, and requirements for objectively measuring service levels and team performance

**To be successful in this role, you will need the following**:

- 5+ years of leadership in a senior Customer Experience/Success/Support role, in support of software products
- A degree from a reputable university
- Experience in leading and driving customer facing initiatives with cross-functional teams
- Strong process/project management skills with the ability to think strategically and implement tactically
- Ability to thrive in a changing, fast-paced environment
- Excellent written and verbal communication to stakeholders
- Thrive on working from home in a 100% remote and multi-cultural environment
- Work in a company that is not funded by investors and operates in the good old fashioned way of doing business
- Work in a modern Saas, Product-led company
- Work remotely from home, saving you commuting time and promoting work-life balance
- Get exposure to working with stakeholders on a global level across different national cultures
- Join a fantastic organizational culture that places learning at the center of what we do
- Socialize with colleagues at our bi-annual company retreats - typically held in India

If you want to contribute directly to the growth of an innovative SaaS company, please send us your CV

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