Director of Customer Support

Job Summary

To enhance customer satisfaction for DPMS customers across the US market, the full-time salaried Director of Customer Support will manage staff recruitment, vendor management, and key customer support initiatives while collaborating with leadership teams to drive continuous improvement and operational excellence.

Key responsibilities

• Lead and develop a senior operational management team to set and achieve service performance goals and standards
• Drive a culture of continuous improvement around service KPIs, ensuring efficient systems that meet organizational needs
• Deliver exceptional customer service and innovate service enhancements to elevate the customer journey across all DPMS platforms

Required qualifications

• Bachelor's degree in a computer-related field or equivalent relevant experience
• Minimum 8 years of experience managing technical service teams, preferably in a software application setting
• Strong people-management skills with the ability to influence at all organizational levels
• Proficiency in leveraging AI tools and technologies in a call center environment
• Technical knowledge of Windows operating systems and a general understanding of databases