Director, Customer Support

Customer Success & Account Management Irving, Texas, United States

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Summary

A Customer Support leader with 9 years of industry experience. My career began as a support representative, I progressed through management positions, and finally to the role of Director of Support.

I have established customer experience excellence across global markets spanning multiple time zones and diverse international cultures. I drive customer retention and satisfaction by training, mentoring, and coaching US, EMEA, and APAC teams to effectively manage and diffuse escalations, resulting in optimal customer experience.

I mobilize high-performing, customer-centric teams by aligning expectations with corporate goals, engaging employees in development opportunities, and cultivating accountable workplaces. I leverage my progressive history in the customer support field to implement processes and practices that enable teams to meet and exceed SLAs.

Career Highlights

- Built offshore global support team by hiring, onboarding, and training qualified candidates in the Philippines, increasing total headcount of global support professionals.

- Developed leadership talent by hiring, managing, and promoting multiple individual contributors through ranks to regional Support Managers of the United States, EMEA, and APAC.

- Recognized for exemplifying corporate values, streamlining operations, improving efficiencies, and optimizing the customer experience by leading the implementation of technologies and tools including Intercom Chat, Zendesk Ticketing systems, as well as QA software.

Expectations

I have worked in the Tech industry for a SaaS company for 9 years. My primary focus has been on establishing a unified customer service philosophy, ensuring the delivery of consistently excellent service. I work in close collaboration with various departments to guarantee a seamless and high-quality customer experience, including Engineering, Product, and Design.

A large part of my role has included serving as the voice of the customer, optimizing staffing, policies, procedures, and systems to provide the best possible service. Analyzing customer service data for continuous improvement in customer satisfaction has been a key aspect of my strategy. In managing and leading the customer service staff, I emphasize maintaining efficient response times while providing an excellent customer experience.

I have extensive experience in leading customer support teams across global time zones. My career has progressively advanced, beginning as a front-line support engineer, advancing through support management roles.

I am a ambitious and results-oriented and confident that I can make a significant contribution to any CS team.