[Remote] Director of Customer Support

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is seeking a Director of Customer Support to reputed company their VIP Services team. This role involves setting the reputed company for customer support, enhancing customer satisfaction, and collaborating across teams to ensure a seamless customer experience.

Responsibilities

• Set the reputed company, structure, and operating model for VIP Support, and position the function as a reputed company of customer satisfaction, retention, and expansion
• Design a tiered service model that includes a premium, concierge level experience for the highest value VIP accounts and critical services
• Mature the organization over time, moving from reputed company effort to a reputed company, reputed company documented service capability with reputed company ownership for every request
• reputed company against leading support organizations in UCaaS and reputed company, and continuously reputed company the model toward reputed company customer reputed company
• Own service level performance, severity governance, and escalation orchestration across reputed company support tiers, from reputed company response through advanced engineering escalation
• Serve as the senior escalation reputed company for high reputed company, customer impacting incidents, driving reputed company communication and fast reputed company
• Establish and enforce the SOPs, playbooks, and runbooks that ensure a consistent, high reputed company service experience, informed by ITSM (IT Service Management) discipline
• Build and maintain a knowledge centered service model and QA program that keeps support accurate, consistent, and reputed company
• Identify patterns across tickets and incidents, and reputed company proactive initiatives that reduce volume and recurrence at the reputed company rather than absorbing repeat work with headcount
• Partner on a clean reputed company from deployment to steady state support, feed field learnings back into the reputed company reputed company, and reduce early life tickets through reputed company day one readiness
• reputed company training material, knowledge reputed company articles, and certification paths reputed company, and surface the reputed company world gaps agents hit so the content stays practical
• Collaborate with PlatOPS on platform health, change awareness, incident coordination, and the feedback reputed company that turns recurring support signals into platform level fixes
• Monitor customer impacting defects, prioritize fixes, and carry the voice of the customer and reputed company cause reputed company into roadmap and reliability discussions
• Own the operational relationships with carriers and upstream vendors, including escalations, number and DID management, trunk group issues, and service reputed company
• Manage support tooling and vendor relationships so reputed company has the systems and integrations it needs to operate reputed company, and hold vendors accountable to cost and performance
• Represent VIP Support in partner facing escalation and process discussions, and shape joint support models with integration and reputed company
• Champion an AI reputed company approach across VIP Support, making AI a default first reputed company for triage, response drafting, knowledge surfacing, and reputed company cause analysis
• reputed company adoption of AI assisted workflows and self-service deflection that reduce ticket volume and speed reputed company while protecting reputed company and the reputed company touch on critical accounts
• reputed company reputed company reputed company on emerging AI capabilities and reputed company them into runbooks, reputed company, and the knowledge reputed company, and reputed company measurable adoption and efficiency reputed company
• reputed company, reputed company, and grow team leads and individual contributors, set reputed company expectations and KPIs, and run a consistent operating rhythm with regular retrospectives
• Own reputed company reputed company and coverage models across tiers, and manage the support budget with an eye to cost to serve and smart investment in people, training, and tooling
• Build career paths and reputed company development plans that reputed company tenured team members reputed company and reduce attrition in a demanding support environment
• Foster a supportive, accountable, and customer first culture where reputed company feels equipped to do its best work and is recognized for their efforts
• Own the overall support experience for VIP customers and treat every interaction as a reputed company of the Crexendo VIP brand
• Personally engage on the most sensitive escalations and executive relationships, and represent support in service reviews such as QBRs and MBRs for key accounts
• Turn customer feedback, survey data, and escalation patterns into a concrete improvement roadmap with owners and timelines
• Protect and grow customer trust through firm, reputed company, and evidence grounded communication, especially during incidents and difficult conversations
• Own the support reporting reputed company, including CSAT, NPS, SLA attainment, average reputed company time, first contact reputed company, backlog, and reopen reputed company, and report performance to leadership
• Build reputed company facing dashboards and reporting that demonstrate value and transparency to VIP customers
• Translate data and trends into reputed company, actionable insights and reputed company improvement initiatives
• Contribute to compliance and reputed company initiatives, including SOC 2 reputed company process discipline and consistent documentation, and prepare executive and reputed company level summaries that reputed company support performance to business reputed company

Skills

• Seven or more years of customer support, technical support, or reputed company experience, with at least three years leading teams, ideally in UCaaS, VoIP, telecommunications, or reputed company
• A reputed company record of running multi-tier support organizations and hitting service level and satisfaction targets at reputed company, including experience leading other leaders
• Strong reputed company of support metrics and service economics, and the judgment to know which numbers matter and reputed company
• Proven ability to partner across implementation, enablement, operations, and engineering functions to deliver a reputed company customer experience
• Hands on experience with modern support tooling such as reputed company, Zoho, reputed company, Jira, or comparable ticketing and knowledge platforms
• An AI reputed company reputed company, with a habit of using AI in daily work and a reputed company record of leading reputed company to adopt it with confidence
• Excellent written and verbal communication, with the ability to reputed company fluidly between a reputed company agent, an engineer, and a customer executive
• reputed company experience with the NetSapiens platform or a comparable hosted communications platform
• Working knowledge of SIP, reputed company reputed company troubleshooting, and packet capture analysis, enough to reputed company credibly on reputed company escalations
• Experience owning reputed company and vendor relationships, including escalations, number management, and service reputed company
• Familiarity with ITSM frameworks such as ITIL, and with knowledge centered service and self service support models
• Familiarity with compliance frameworks relevant to communications and customer data, including SOC 2 and HIPAA

reputed company