DIRECTOR OF CUSTOMER SUPPORT OPERATIONS

Portsmouth, NH
Full-Time

About the Job

The Director of Customer Support Operations is responsible for maintaining our customer relationships.  They own every aspect of our customer's journey from the time a Cirrus product is shipped, through the end of life of that product.  They are responsible for the performance of the internal and external technical support team, including call center and onsite troubleshooting, field installations, and inspections of all new projects. This role will require a hands-on approach.

Cirrus Core Values: What we look for in a teammate

Bring Passion: We take pride in our work and bring our BEST to all interactions with our customers and teammates. We encourage rigorous discourse to improve the customer experience each and every day.

Remove Friction: Eliminate roadblocks in the way of smooth operations by promoting and embracing changes geared towards making things easier.  Be bold!  Don't settle for "That's just the way it is."

Quality: Quality isn’t a catchall phrase.  It is an action plan that requires hard work and focus to achieve. Step by step we strive to build quality into everyday processes and products to achieve our collective success. 

Respect: An individual who communicates and conducts themselves in a polite and positive manner, and encourages others around them to do the same; without judgment of peers regardless of rank, position, age, gender, or race.

Winning Takes a Team:  Show genuine commitment, be flexible, get involved, be reliable, help and support others, and move our company forward.

Innovate Every Day: Have the courage to challenge what is perceived as conventional or typical. Be observant of surroundings and outspoken about ideas and changes that will positively impact people.

Job Duties

  • Complete LEAN training and participate in continuous improvement projects when you see the potential to eliminate waste
  • Align performance to individual and team assigned KPI goals
  • Owns the end-user, customer support experience, strives to exceed desired service levels, and acts as an escalation point for customer issues when necessary
  • Coordinate and manage internal and external support operations for all new display installation inspections
  • Introduce innovative concepts through the support organization to improve the customer experience
  • Measure, achieve, and communicate agreed upon key performance indicators
  • Understand and address customer experience outliers in real-time
  • Standardize all aspects of customer interaction, including scripting and process controls to turn those interactions into repeatable and measurable outcomes
  • Responsible for the company’s fleet of cellular units including maintaining and tracking active cellular lines.  Disabling or enabling depending on payment terms and active dates
  • Oversee team process and data quality. You will be the first one to spot trends and start working towards improvement
  • Communicate any trending issues with our engineering team in Taiwan
  • Mentor and develop future leaders
  • Work directly with clients as needed. You are aware of the value you bring to a customer interaction, and will never hesitate to help a customer in need
  • Perform additional duties, as assigned

Skills and Qualifications

  • 5+ years of work experience in either customer support, operations, or product operations role
  • 2+ years in a Support management role
  • Experience with Salesforce (Service Cloud) case management a plus
  • Proven ability in taking a support operation to the next level
  • Excellent people skills
  • Experience building open lines of communication with your team via 1:1, discussing career development, and delivering performance reviews
  • Excellent written and verbal skills; ability to explain complex concepts in a simple manner
  • Critical thinking and problem-solving skills, alongside the right attitude and aptitude for learning new technology in a fast-paced company

Physical Requirements

  • Must be able to sit or stand for long periods of time
  • Must be able to lift up to 50 pounds at a time
  • Close visual focus required
  • Position requires the use of a keyboard, headset, and computer for the duration of the workday

Benefits

Cirrus offers a competitive benefits package, effective on day one:

  • Medical, dental, vision
  • 401K
  • Paid time off
  • 9 company holidays

Cirrus Systems, Inc. is an equal opportunity employer. Applicants will not be discriminated against because of race, color, creed, sex, sexual orientation, gender identity or expression, age, religion, national origin, citizenship status, disability, ancestry, marital status, veteran status, medical condition, or any protected category prohibited by local, state, or federal laws.

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