Director, Customer Support

We are seeking a highly motivated and organized Director Customer Support  to lead our Tier 1 Customer Support Team a Support Operations Team an offshore Support Chat Team and an AI Deflections Team while also overseeing special projects assigned by the VP of Customer Support. This pivotal role involves managing support operations across our diverse Tech Ed products ensuring customer satisfaction remains our top priority and collaborating with cross-functional teams to deliver exceptional service. The ideal candidate will be a high-functioning and self-managing individual with a strong focus on team development process improvement and operational efficiency. 

In this role as Director Customer Support you will be responsible for:  

Team Leadership and Development (Tier 1 Customer Support): 

• Recruit train and develop Leads Managers and Associates for the Tier 1 Customer Support team. 
• Ensure adequate staffing capacity for each product to maintain service standards. 
• Evaluate associate performance to identify candidates for promotions and growth opportunities. 
• Provide continuous feedback to team members to ensure improvement; address workflow issues and identify and support team training needs. 
• Guide and train the Tier 1 team towards a shared set of goals and outcomes focused on impeccable customer support and service as per defined plans and timelines. 
• Build a team where members feel a strong sense of psychological safety and have the latitude to work to their own styles. 
• Spot early indications of under performance and take corrective or disciplinary actions. Celebrate successes. 

Support Operations Team Leadership: 

• Lead the Support Operations Team with the primary goal of facilitating tasks and enhancing efficiency for Support Leaders and Teams. 
• Oversee the creation maintenance and distribution of comprehensive training materials for all support staff. 
• Drive initiatives to enhance optimize or sunset current processes to improve overall operational efficiency and service quality. 
• Develop and implement strategies to up-skill associates and managers ensuring continuous professional growth. 
• Centralize information and knowledge resources to ensure ease of access and consistency across all support functions. 
• Manage and prioritize system integration requests collaborating with relevant stakeholders to streamline support workflows and tooling. 

Operational Oversight and Strategic Planning: 

• Develop and maintain comprehensive reports (e.g. closed cases response times escalated tickets) and continuously evaluate performance metrics to identify and implement corrective actions and improvements. 
• Actively participate in strategic planning offering solution options for service enhancements and process improvements. 
• Lead team projects ensuring clarity on plans and expected outcomes. 
• Collaborate cross-functionally with key stakeholders (e.g. Sales Customer Success Product) to ensure seamless service delivery. 
• Solve complex problems remove work stoppage barriers and ensure consistent achievement of company and departmental goals and metrics. 
• Manage team budgets and secure necessary resources for initiatives. 
• Supervise direct and guide individuals and groups delegating responsibility and coaching team members towards goal fulfillment. 
• Initiate new ideas promote positive change and effectively manage group dynamics. 
• Facilitate collaborative decision-making manage conflicts and enforce policies. 
• Responsible for leading and managing efforts to leverage AI partners to create a warm welcome experience for teachers while also providing accurate responses and resources for educators to deflect chats from reaching front-line teams. 

Qualifications :

For this role as Director Customer Support you should have:

• 4 years of experience leading and managing high-priority customers/escalations while providing solutions and expected outcomes OR an equivalent combination of education and experience. 
• Proven experience in customer support management preferably handling diverse products or teams within a technology or education sector. 
• Strong background in hiring training and performance management. 
• Proficiency in CRM tools (e.g. Salesforce) report generation and AI deflection knowledge. 
• Excellent organizational and analytical skills with a strong focus on data-driven decision-making. 
• Ability to work across time zones and effectively manage global teams. 
• Exceptional communication collaboration and interpersonal skills. 
• Demonstrated experience leading cross-functional teams and projects. 

Additional Information :

All your information will be kept confidential according to EEO guidelines.

Salary Range: $135000 - $140000. This range is based on national market data and may vary by experience and location. 

Benefits for eligible employees include:

• World Class Health Benefits: Medical Prescription Dental Vision Telehealth
• Health Savings and Flexible Spending Accounts
• 401(k) and Roth 401(k) with company match
• Paid Vacation and Sick Time Off
• 12 Paid Holidays
• Parental Leave (20 total weeks with 14 weeks paid) & Milk Stork program
• Tuition Reimbursement
• Life & Disability Insurance
• Well-being and Employee Assistance Programs

Frequently cited statistics show that some women underrepresented individuals protected veterans and individuals with disabilities may only apply to roles if they meet 100% of the qualifications. At Renaissance we encourage all applications! Roles evolve over time especially with innovation and you may be just the person we need for the future!

EQUAL OPPORTUNITY EMPLOYER

Renaissance is an equal opportunity employer and does not discriminate with respect to any term condition or privilege of employment based on race color religion sex sexual orientation gender identity or expression age disability military or veteran status marital status or status of an individual in any group or class protected by applicable federal state or local law.

REASONABLE ACCOMMODATIONS

Renaissance also provides reasonable accommodations for qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local laws. If accommodation is needed to participate in the job application or interview process please contact Talent Acquisition.

EMPLOYMENT AUTHORIZATION

Applicants must be authorized to work for any employer in the United States. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

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