Customer Support Director

hace 7 días

Barcelona, Barcelona, España Preply Inc. A tiempo completo

Unlock human potential through learning at Preply Inc.

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.

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