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Director, Customer Support @Pditechnologies

[Hiring] Director, Customer Support @Pditechnologies

Apr 02, 2025 - Pditechnologies is hiring a remote Director, Customer Support. đź’¸ Salary: competitive salary and benefits. đź“ŤLocation: USA.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.

Role Description

We’re looking for a dynamic Director, Customer Support to lead and grow our global world-class support team. In this role, you'll manage a team of Managers who assist lead teams of Customer Support Analysts with our hardware and software products. You’ll own the customer support strategy, drive operational excellence, and ensure an exceptional experience across all channels.

This is a high-impact leadership role for someone who’s passionate about service, thrives in fast-paced environments, and knows how to turn complex challenges into smooth solutions.

Key Responsibilities

  • Lead and mentor a multi-tiered support team to meet SLAs and customer satisfaction goals, including a BPO in Manila
  • Own case management processes within Salesforce and optimize high-volume email support workflows
  • Handle critical escalations and act as SME for complex issues
  • Report on key support metrics and drive accountability across the team
  • Partner cross-functionally to continuously improve the customer journey
  • Build and evolve support training, documentation, and knowledge base resources

Qualifications

  • 6–10 years in customer support or service leadership
  • Directly manage internal teams and a Business Process Outsourcing (BPO) partner to ensure consistent, high-quality support delivery
  • Experience managing teams supporting both hardware and software
  • Hands-on expertise with Salesforce Service Cloud and email-based support
  • Strong track record of meeting SLAs and driving team performance
  • Excellent problem-solving, decision-making, and collaboration skills

Benefits

  • Competitive salary
  • Market-competitive benefits
  • Quarterly perks program
  • Ample time off and hybrid working arrangements where appropriate
  • Access to continuous learning, professional certifications, and leadership development opportunities

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đź“Ť Be aware of the location restriction for this remote position: USA
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Back to Remote jobs  >   Customer Service
Director, Customer Support @Pditechnologies
Customer Service
Salary đź’¸ competitive salary and benefits
Remote Location
USA
Job Type full-time
Posted Apr 02, 2025
Apply for this position Unlock 55,307 Remote Jobs
️
đź“Ť Be aware of the location restriction for this remote position: USA
‼ Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more.
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