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Director of customer Support
$140-160k
US
Boston, MA, USA
Permanent
Remote

Are you interested in playing an integral part at one one the most promising start-ups in the EV Infrastructure space? As the Director of Customer Support you'd be responsible for overseeing and creating the customer support team at this company, ensuring that customers are receiving exceptional service and support throughout their entire experience with the product.

 

Please apply if you are interested!

 

Responsibilities:

 

  • Lead and inspire a high-performing customer support team.
  • Foster a customer-centric culture for a positive experience.
  • Implement process improvements for operational efficiency.
  • Collaborate cross-functionally to align support strategies with company goals.
  • Establish and monitor KPIs, adapting strategies to evolving customer needs.
  • Integrate relevant technologies for improved customer support.

 

Qualifications:

 

  • Bachelor's degree in business, computer science, or related field.
  • Proven customer support or service management experience.
  • Leadership skills with experience in the technology/software and hardware industries.
  • Excellent communication and interpersonal skills.
  • Experience building B2B2C Support & Service structure in hardware & software.
  • Proficiency in customer support software and tools.
  • Knowledge of EV charging platforms and APIs is a plus.
  • Familiarity with Salesforce Service Cloud, Slack, Datadog, Tableau, & ChatGPT.
  • Strong problem-solving and analytical skills.
  • Track record of driving customer satisfaction and retention.
  • Results-driven with focus on achieving targets.
  • Ability to handle pressure and escalated customer issues.
  • Strong organizational and time management skills.
  • Passionate about providing excellent customer support.
  • Self-motivated and able to work autonomously.
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