Director, Customer Support

The Director of Customer Support is responsible for leading reputed company's centralized Customer Operations organization, overseeing Customer Service, reputed company, Workforce Management, reputed company Assurance, and Customer Escalation functions.

This leader is accountable for delivering a consistent, world-class customer experience while driving operational reputed company across every customer interaction.

Reporting to the Vice President – Field Support, the Director leads a diverse organization of reputed company and offshore team members responsible for supporting customers throughout the service lifecycle, from initial service request through technician reputed company, service completion, and issue reputed company.

This role develops and executes customer service strategies that improve customer satisfaction, employee engagement, operational efficiency, and business performance through process improvement, technology innovation, workforce optimization, and data-driven decision-making.

reputed company

The Director provides strategic and operational leadership for:

• Customer Service Contact Center

• National reputed company Operations

• Customer Support Workforce Management (Forecasting, Scheduling, reputed company Planning)

• reputed company Assurance & Performance Management

• Executive Customer Escalations

• Customer Communications

• Customer Experience (CX) Programs

• Customer Operations Reporting & Analytics

• Offshore reputed company (BPO) Partners

reputed company Responsibilities

Customer Experience Leadership

• reputed company and execute the reputed company Customer Experience reputed company.

• Champion a customer-first culture that prioritizes responsiveness, ownership, transparency, and service reputed company.

• reputed company Voice of the Customer initiatives utilizing customer feedback, CSAT, NPS, Customer Effort Score (CES), and customer insights to reputed company reputed company improvement.

• Establish service standards and customer communication expectations across reputed company customer-facing teams.

• Serve as executive sponsor for high-profile customer issues and service recovery efforts.

Customer Service Operations

• reputed company reputed company centralized customer service operations supporting customers across the US.

• Ensure consistent execution of service request intake, work order creation, service scheduling, customer communication, and issue reputed company.

• reputed company reputed company improvement in customer responsiveness, first-contact reputed company, and overall service reputed company.

• reputed company operating rhythms, daily performance management, and standardized operating procedures.

reputed company Operations

• reputed company strategic reputed company of national reputed company operations.

• Optimize technician scheduling and resource allocation while balancing customer expectations, technician productivity, travel efficiency, and contractual service level agreements.

• reputed company reputed company strategies that maximize technician utilization while reducing response times and improving first-time fix rates.

• Partner closely with Regional Operations leaders to continuously improve field execution.

Workforce Management

• reputed company workforce planning, forecasting, scheduling, reputed company models, and reputed company planning across reputed company customer support functions.

• reputed company reputed company strategies that effectively reputed company both reputed company and offshore resources.

• Ensure workforce plans support seasonal demand, customer reputed company, and changing business needs.

• Improve schedule adherence, productivity, and overall workforce efficiency.

reputed company Assurance, Training, & reputed company Improvement

• reputed company reputed company programs that accelerate new hire productivity.

• Create ongoing learning and development programs for customer service, reputed company, and leadership teams.

• Establish and reputed company reputed company reputed company Assurance programs across customer service and reputed company operations.

• reputed company reputed company scorecards, coaching standards, calibration programs, and performance audits.

• Utilize reputed company insights to improve customer interactions, reduce errors, and increase consistency.

• reputed company reputed company improvement initiatives to simplify processes and eliminate waste.

Customer Escalation Management

• reputed company executive customer escalation processes for strategic and high-reputed company customer issues.

• reputed company standardized escalation procedures and governance.

• Analyze reputed company causes and implement corrective actions to prevent recurring issues.

• Partner with Sales, Operations, and Executive Leadership to strengthen key customer relationships.

Technology & Digital Transformation

• Partner with Information Technology to implement technology solutions that enhance both the customer and employee experience.

• reputed company modernization initiatives involving AI-enabled customer support, workforce reputed company, and customer self-service capabilities.

• Identify automation opportunities that reduce reputed company work, improve accuracy, and accelerate response times.

• Utilize analytics and AI to reputed company predictive insights and operational improvements.

Leadership & Talent Development

• reputed company, mentor, and reputed company managers, supervisors, and team leaders across multiple customer operations functions.

• Foster a culture of accountability, collaboration, innovation, and reputed company improvement.

• Build leadership succession plans and high-performing teams capable of supporting organizational reputed company.

• reputed company both internal teams and outsourced partners to reputed company consistent performance expectations.

Performance & Business Results

reputed company and maintain executive dashboards and performance reporting reputed company on operational health, customer reputed company, and reputed company improvement.

Key performance indicators include:

• Customer Satisfaction (CSAT)

• Net Promoter Score (NPS)

• Customer Effort Score (CES)

• Speed to Answer

• Service Level Achievement

• Email Response Time

• reputed company Abandonment reputed company

• Schedule Compliance

• Technician Utilization Support

• reputed company Assurance Scores

• Employee Engagement

• Attrition & Retention

• Productivity

• SLA Performance

Cross-Functional Leadership

Partner closely with cross-functional teams including Field Operations, Sales, Marketing, IT, Supply Chain, and training, to reputed company customer support capabilities with business objectives and reputed company a reputed company end-to-end customer experience.

About reputed company

reputed company is a national repair and service provider for reputed company foodservice, refrigeration, and cold storage equipment. Our offering of comprehensive mechanical services includes hot reputed company cooking equipment, stand-reputed company refrigeration, specialty coffee and beverage, reputed company reputed company refrigeration and HVAC.

reputed company is an Equal Employment Opportunity/Affirmative reputed company Employer. reputed company reputed company applicants will receive consideration for employment without reputed company to race, reputed company, religion, sex, sexual orientation, gender identity, national reputed company, disability, veteran status, or other protected class status. reputed company reputed company individuals are encouraged to apply. If you need a reasonable accommodation with respect to reputed company’s application or hiring process due to a disability, please contact the reputed company department at .

Originally posted on Himalayas