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Customer Support Director

hace 1 mes

Barcelona, Barcelona, España Merkle A tiempo completo
About the Company

We are a dynamic, subscription-based start-up aiming for rapid global expansion and digital maturity. As part of our commitment to delivering exceptional customer experiences, we are looking for a Customer Support Director to build, launch, and scale a world-class customer support function.

About the Role

The Customer Support Director will be responsible for designing, building, and scaling our customer support services ahead of market launch.

This includes working closely with Salesforce technical teams to develop a robust support platform, defining the service model and service catalogue, recruiting and training a high-performing team, and ensuring the delivery of positive customer outcomes and upsell opportunities.

This is a strategic leadership role that requires a blend of operational excellence, customer-centric thinking, and entrepreneurial spirit.

Key Responsibilities
  • Design and Build Customer Support Function:
    • Develop a comprehensive customer support strategy, service model, and service catalogue that aligns with the company's growth objectives and customer needs.
    • Collaborate with Salesforce technical teams to build and configure the support platform, ensuring it meets all functional requirements for multichannel support.
    • Define support workflows, escalation procedures, and service level agreements (SLAs) to ensure consistent, high-quality service delivery.
    • Establish metrics and KPIs to measure service performance, customer satisfaction, and upsell effectiveness.
  • Recruitment and Team Building:
    • Develop a recruitment plan to build a world-class customer support team, including hiring, onboarding, and training staff to deliver exceptional customer experiences.
    • Foster a culture of excellence, continuous improvement, and customer-centricity within the team.
    • Design and implement training programs that focus on product knowledge, support skills, and upselling techniques.
  • Platform Development and Integration:
    • Work closely with Salesforce technical teams and IT partners to design, develop, and implement a scalable support platform that integrates with CRM, marketing automation, and other relevant tools.
    • Oversee the configuration and customization of the support platform to meet evolving business needs, including workflows, automation, and reporting.
    • Ensure the support platform is ready for market launch, fully tested, and optimized for performance and scalability.
  • Service Launch and Market Rollout:
    • Lead the preparation and execution of the customer support function ahead of market launches, ensuring readiness across all operational areas.
    • Coordinate with cross-functional teams, including product, marketing, sales, and operations, to ensure smooth market rollout and support handover.