Director of Customer Support

hace 4 meses

Barcelona, España Preply A tiempo completo

**At Preply, we are unlocking human potential through learning.**:
As the world's leading live language platform, we match over 50,000 tutors teaching 50+ languages to learners in 180 countries. Powered by AI technology and best-in-class proprietary learning tools, our Preply tutors can personalize and scale the learning experience like never before to deliver progress, create engagement and motivate our global community of learners. Over 650 Preplers of 60+ nationalities collaborate across 4 offices and 30 countries worldwide, united in our mission to unlock human potential through learning.

**Meet the team**:
We are looking for a highly motivated and customer-obsessed Director of Customer Support who will oversee and lead our support strategy. This leader will be responsible for managing a large, global team, implementing scalable processes, optimizing the customer experience, and ensuring operational excellence across multiple touch points. You will report directly to the Senior Director of Operations and collaborate closely with cross-functional teams to deliver top-tier customer service that aligns with our company's growth and principles.

**As a Director of Customer Support, your focus will be**:
**Strategic Leadership & Vision**:

- Develop and execute a comprehensive customer support strategy that supports the overall business objectives, with a focus on bot and chat support as the primary communication channels.
- Scale customer support operations to accommodate rapid growth while maintaining a high level of customer satisfaction and efficiency.
- Set and communicate a clear vision for customer support that delivers an exceptional brand experience through customer support channels.

**Operational Excellence, Tooling and Automation**:

- Oversee day-to-day operations of the customer support team, ensuring SLAs (service-level agreements) and KPIs (key performance indicators) are consistently met or exceeded, with a strong emphasis on real-time chat responsiveness.
- Implement effective quality assurance processes to ensure all customer interactions align with brand standards and deliver high-quality experiences.
- Lead efforts to continuously optimize workflows, technology, and tools to enhance the efficiency and effectiveness of chat-based support.

**Team Development & Management**:

- Recruit, train, and mentor a diverse and talented global customer support team, ensuring that team members are equipped to handle customer inquiries with empathy, efficiency, and expertise.
- Foster a culture of continuous improvement, customer focus, and professional development within the team.
- Promote data-driven performance management, ensuring individual and team performance aligns with business goals and customer satisfaction targets.

**Customer Experience Optimization**:

- Collaborate cross-functionally with Product, Engineering, Marketing and Supply teams to surface key insights from chat support that can help improve product functionality, user experience, and operational processes.
- Lead efforts to personalize and optimize chat support by integrating AI and automation solutions, ensuring a seamless experience for customers.
- Ensure that customer feedback collected through chat interactions is utilized to drive ongoing product and service improvements.

**Data & Analytics**:

- Utilize data and analytics to monitor, report on, and improve customer satisfaction, response times, resolution times, and other key performance metrics.
- Develop and implement comprehensive reporting tools and dashboards that provide real-time insights into customer service performance.
- Use data to identify trends, anticipate customer needs, and adjust the support strategy proactively.

**What we are looking for**:

- Proven experience (7+ years) in customer support management, with a minimum of 3 years in a senior leadership role, preferably within a fast-paced marketplace or e-commerce environment.
- Strong experience in chat support, with a deep understanding of best practices for real-time support channels.
- Demonstrated ability to scale customer support operations, with a focus on implementing automation, AI-driven solutions, and innovative processes.
- Exceptional leadership and people management skills, with a track record of building and nurturing high-performing global teams.
- Strong data and analytical skills, with experience using customer support software (e.g. Intercom) and data reporting tools (e.g. Looker)
- Excellent communication and collaboration skills, with the ability to work cross-functionally and influence stakeholders at all levels.
- A customer-first mindset with the ability to balance empathy and efficiency.
- Experience in managing support teams across multiple regions and time zones.

**Why you'll love it at Preply**:

- An open, collaborative, dynamic and diverse culture;
- A competitive financial package with equity, leave allowance and health insurance;
- Not in Barcelona? We offer an attr

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