Director, Customer Support

Summary/objective

The Director, Customer Support is responsible for providing leadership to a team of Supervisors/Managers, 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

• Develop procedures and policies to increase the quality and efficiency of support to customers

• Empower and engage a team of Customer Support Managers

• Empower and develop direct reports

Job Complexity

• Works on complex issues where analysis of situations or data requires an in-depth knowledge of the company. Participates in corporate development of methods, techniques, and evaluation criteria for projects, programs, and people. Ensures budgets and schedules meet corporate requirements.

Interaction

• Regularly interacts with executives and/or major customers. Interactions frequently involve special skills, such as negotiating with customers or management or attempting to influence senior level leaders regarding matters of significance to the organization.

Supervision

• Directs and controls the activities of a broad functional area, typically through several department managers within the company. Strong understanding of people management strategies and how to develop leaders in their function to be successful. Builds and supports high functioning, motivated teams. Has overall control of planning, staffing, budgeting, managing expense priorities, and recommending and implementing changes to methods.

Experience

• Typically requires a bachelor's degree and 12+ years of direct experience, with 8+ years of leadership experience. May require advanced degree.

Scope

• Participates with other senior managers to establish strategic plans and objectives. Makes final decisions on administrative or operational matters and ensures operations effective achievement of objectives. Able to lead and support their function while continually achieving impact and improvements across all areas.

Discretion

• Erroneous decisions will seriously impact the success of functional, division, or company operations.

Minimum Qualifications

• 12+ years of industry experience

• 8+ 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

• Software experience, preferably in a SaaS environment.

• Four-year degree or equivalent education and business experience

Additional Preferred Qualifications

• Bachelor's degree in Business Administration or Human Resources

• CPP, FPC, or CEBS certification

Physical Demands

Prolonged periods of sitting at a desk and working on a computer. Must be able to lift up to 7 pounds.

Travel Required

Yes, up to 15% domestic travel may be required.  

Work Authorization

Employee must be legally authorized to work in the United States.  

FLSA Classification

Exempt

Location

Any

Internal Job Title

Director, Customer Support

Effective Date

7/17/2024

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. 

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. 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.  

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