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Join Our Team as Director, Customer Support Operations! Are you a seasoned leader in customer support with a passion for operational excellence? We're seeking a Director, Customer Support Operations to lead our customer support function in India. This pivotal role focuses on day-to-day management, implementing robust processes and systems, and ensuring the delivery of high-quality service while optimizing operational costs. About the Team: The Student Advocacy Team (SAT) is a B2C support organization dedicated to providing exceptional customer care. We are committed to quality, transparency, simplicity, and convenience, ensuring our customers receive the help they need, when and where they need it Key Responsibilities: 1. Lead and manage daily customer support and quality assurance operations, including team development and the implementation of standard operating procedures and quality frameworks for consistent service delivery. 2. Drive the adoption of support systems and tools, including omni-channel platforms and quality monitoring solutions, and monitor key performance indicators for continuous improvement. 3. Oversee BPO relationships to ensure service level agreements are met and manage team capacity and scheduling to meet fluctuating support demands. 4. Utilize data analysis with SQL, data visualization, and text analytics to generate actionable insights, and manage departmental budgets and forecasts. Required Qualifications: 1. 10+ years in customer support operations, with 3-5 years in management roles. 2. Proven experience scaling support teams and managing customer support platforms and quality management tools. 3. Proficiency in creating decision-ready insights using SQL and reporting tools, along with experience in managing vendor/BPO relationships. 4. Strong understanding of support metrics and managing agent/team lead performance. - Degree in business, operations management, or a related field, and excellent English communication skills. Preferred Experience: 1. Experience in EdTech or subscription-based business models. 2. Knowledge of AI-based support solutions and implementation experience. 3. Familiarity with process improvement methodologies (Lean, Six Sigma). 4. Understanding of global support operations and best practices. 5. MBA or a related advanced degree.

Delhi NCR

Director - Customer Success -  Customer Support Operations - EdTech 

Job Description for Director - Customer Success -  Customer Support Operations - EdTech  in XPHENO PRIVATE LIMITED in  Delhi NCR for (10-30) years of experience. Apply Now!

Director - Customer Success -  Customer Support Operations - EdTech  | iimjobs.com