Americas Customer Support Lead
United States
Operations Mexico – Customer Support /
Full-Time /
Remote
We are looking for the Americas Customer Support Lead who will be responsible for leading the current support operations as well as set the strategy and implementation for future scaling efforts of the support organization. In addition, this person will also be responsible for improving efficiency and outcomes of the support agents in order to drive end-user satisfaction for the products as well as the support services provided.
The person in this role will be expected to partner with various functions of the organization to craft superior support delivery and experiences by understanding country level product variation, the internal organization structure, and abiding by local regulations. Additionally this position will partner with the Product team to plan for new product and feature releases by assessing potential user impact and plan for new support flows. Finally this role will be responsible for forecasting and managing the annual budget of the support organization and managing any systems or service delivery partners.
Key Responsibilities:
- Manage the daily operations of the customer support organization and ensure superior customer service delivery
- Drive process improvement projects to increase support performance related, but not limited, to first contact resolution, resolution time, and contact rates
- Develop a strategy to scale the support organization cost effectively through automation and outsourcing
- Set and manage the annual budget for the support organization and manage any associated suppliers
Required Qualifications:
- BA/BS degree or equivalent practical experience
- 8-10 years of total experience with 5+ years in managing regional or global teams
- Ability to thrive in a fast pace and highly ambiguous environment in which competing priorities must be balanced
- Effective self starter capable of identifying an opportunity and capitalizing on it by driving a project through to completion
- Excellent communicator capable of distilling complex ideas into easily understood concepts and values
- Experience in launching or managing an outsourced BPO delivering customer facing services
- Previous experience with wireless or other telecommunication products or other high value subscription services highly desirable
- Multilingual with English and Spanish, Portuguese is a Plus
What We Offer:
- Competitive salary and stock option incentive program
- Company paid healthcareFlexible work arrangements
- Company sponsored team-lunches and company retreats
- International organization that enables you to work across boundaries, travel to different locations, and enjoy the dynamics of a rapidly growing startup
- A diverse and inclusive team
- We welcome applicants from all backgrounds to apply regardless of race, ethnicity, age, disability status or other defining characteristics
