Director of Support Operations
Director of Support Operations
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Job Description
At Mews we are passionate about our customers! Our Customer Support Team combines cuttingedge technology and empathetic human interaction to build trust and loyalty. As a Director of Customer Support at Mews youll be instrumental in driving excellence across the frontline Support management team and the entire Mews Support organization directly impacting key performance indicators such as client retention satisfaction and loyalty. Were seeking a visionary leader and handson strategist to join us in shaping the future of customer support.
Your mission should you choose to accept it:
Operate with a deep empathetic understanding of our customer (e.g. journey friction points behaviours).
Analyze support reports to identify trends gaps and opportunities implementing strategies to optimize the customer experience.
Drive performance on metrics such as NPS CSAT response and resolution times and firstcontact resolution.
Identify and implement opportunities for efficiency through automation data insights and streamlined processes.
Own all aspects of customer service operations overseeing global teams to drive service levels workforce planning compliance and customer satisfaction.
Maintain an inclusive resultsoriented culture recruiting mentoring and retaining highperforming global teams.
Design and execute customer contact strategies adjust as needed and communicate outcomes to stakeholders.
Ensure team growth aligns with customer base expansion product needs and skill requirements.
Oversee highstakes customer issues representing Mews Support in escalations when required.
Foster a positive inclusive and resultsoriented culture; recruit mentor and retain a highperforming global support team.
Partner with leaders in Product Engineering Finance Legal and People Teams.
Coordinate with the Knowledge Management teams to ensure accurate and userfriendly support content (Help Center articles FAQs and educational materials.
Youll be a great fit if you bring a few of the below with you:
7 years leading global multichannel customer service teams in fastgrowing SaaS organizations.
Proven track record of building worldclass support organizations with a focus on customer success and high productivity.
Handson experience with Salesforce Service Cloud client success management and technical problemsolving including data integration solutions.
Strong history of streamlining endtoend processes and automating systems to improve support efficiency.
Experience with Salesforce Service Cloud would be an asset.
Exceptional analytical skills to interpret business intelligence and develop actionable strategies.
Skilled at managing technical and datafocused projects with internal and external stakeholders.
Demonstrated ability to employ a datadriven approach to managing teams; track record of exceeding targets KPIs.
Acute attention to detail allowing you to think big adapt quickly and act fast.
Ability to think big adapt quickly and lead effectively across diverse teams and cultures.
Thrives in a demanding fastpaced environment whilst building strong cross functional alliances with Product Customer Success and Sales
Excellent communication and presentation skills.
Fluency in English; additional languages (especially German) are a plus.
Required Experience:
Director
Employment Type
Full Time
