Customer Support Senior Director

Why Work Here

• Headquarters is in Charlotte, NC
• Recently expanded to nearshore
• isolved ranked for SMB Payroll in 2023 Sapient Report
• Voted top places to work in USA 2023

Job Description

The isolved Senior Director of Customer Support is responsible for providing leadership to a team of Directors, Managers, Supervisors, and Customer Support Representatives; driving quality and consistency in Customer Support. This role has significant levels of responsibility and accountability for operational delivery and aligning customer service initiatives to support and enhance the objectives of the organization.

Core Job Duties

• Strategically lead and develop a management team to enhance performance by setting clear accountable performance measures
• Identify and provide feedback through 1:1s, effective use of personal development plans and provision of coaching & development opportunities
• Mentor team members and identify development needs and coordinate additional training
• Develop procedures and policies to increase the quality and efficiency of support to customers
• Empower and engage a Customer Support Team
• Function as a consultant and business partner with other groups internally and externally
• Responsible for team statistics, including budget and customer retention
• Maintain in-depth working knowledge of the company's brands, systems and processes
• Collaborate with the V.P. of Operations on team development and succession planning
• Continually develop improvements and successful change projects

Minimum Qualifications

• 5 years of experience in payroll industry

• 3 years of experience in people leadership
• Demonstrated strong technical aptitude and capabilities
• Excellent written and verbal communication skills, including fluency in English
• Demonstrated success in a role requiring strong attention to details, teamwork, and initiative
• Demonstrated passion for delivering an outstanding customer experience
• CPP or FPC certification
• Software experience, preferably in a SaaS environment.
• Four-year degree or equivalent education and business experience

About isolved

isolved is an employee experience leader, providing intuitive, people-first HCM (Human Capital Management) technology. Our solutions are delivered directly or through our partner network to more than five million employees and 145,000 employers - who use them every day to boost performance, increase productivity, and accelerate results while reducing risk. Our HCM platform, isolved People Cloud, seamlessly connects and manages the employee journey across talent management, HR & payroll, workforce management and engagement management functions. No matter the industry, we help high-growth organizations employ, enable and empower their workforce by transforming employee experience for a better today and a better tomorrow. For more information, visit www.isolvedhcm.com.

EEO Statement

isolved is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. isolved is a progressive and open-minded meritocracy. If you are smart and good at what you do, come as you are.

Disability Accommodation

Visit www.isolvedhcm.com/careers for more information regarding our incredible culture and focus on our employee experience. Visit www.isolvedeebenefits.com for a comprehensive list of our employee total rewards offerings.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions outlined above.

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