Director of Customer Support

Job Summary

Leading a strategic operational team, the full-time salaried Director of Customer Support will enhance customer satisfaction for DPMS customers across the US by managing staff recruitment, training, and key support initiatives while collaborating with global teams.

Key responsibilities

• Develop and implement service operations policies and standards to ensure effective customer support across the organization
• Achieve service KPIs and foster a culture of continuous improvement to enhance customer satisfaction and operational efficiency
• Drive innovation and service enhancements to provide a superior customer experience across all DPMS platforms and products

Required qualifications

• Bachelor's degree in a computer-related field or equivalent relevant experience
• Minimum of 8 years managing technical service teams, preferably in a software application environment
• Strong people-management and analytical skills with a focus on process improvement
• Proficiency in leveraging AI tools and advanced IT software in a customer support setting
• Technical knowledge of Windows operating systems and a general understanding of databases