Inbound Customer Support Director
Job Details
Management
McKinney HQ - McKinney, TX
4 Year Degree
Management
Description

Summary of Position:

Inbound Customer Support Director is responsible for leading the Customer Support team which covers all Customer Support activities (Phone, Web, Chat), Saving customers that are at risk of cancelling, and working with customers to resolve any billing related issues in a timely manner.

Purpose:

We have well over 1,000 customers contact us each month via phone, web, and other means to request various forms of assistance with their RightNow Media account. Our goal is to provide a great experience to all customers that seek assistance and address their issues/questions in the timeliest manner possible. This Inbound Customer Support function plays a vital role in maximizing customer value and contributing to our motto of Customers for Life. The leader of this function will have a major impact on the operating results of the Customer Support organization and the overall effectiveness of how well we support our customers.

Essential Functions & Responsibilities:

  • Leading the Customer Support Team
    • The Customer Support Director will be responsible for staffing and managing the Customer Support team. This includes ensuring that the Team is engaged and functioning in an optimal manner. The leader will report monthly on key Support metrics for the team including Support ticket volumes, Mean Time to Resolve customer tickets, customer satisfaction ratings with Support, customer cancellations, and other related metrics.
  • Directly Supporting our Customers
    • This leader will be a hands-on contributor meaning that in addition to leading the team, he/she will also make a material contribution to working with customers to address support tickets. The leader will also get directly involved in customer escalation that require management engagement.
  • Support International Programs
    • The Customer Support Director will work with our international partners to provide guidance on best practices for how we setup effective local support in the key international regions such as Latin America, India, South Korea, and others.
  • Function as a Thought Leader for Customer Support
    • The Customer Support Director will work with the Support team and other functional areas to innovate in the areas of Best Practices and Tools such as AI that will advance our Support function, increase productivity, and continue to improve upon the Customer Support experience for RightNow Media customers.
Qualifications

Skills and Educational Requirements: 

  1. Must be both self-motivated and a strong team player with excellent multi-tasking skills.
  2. Strong knowledge of the features of RightNow Media.
  3. Prior experience and skills working in and/or leading a Customer Support organization.
  4. Strong knowledge of Customer Support tools and Best Practices and ability to apply those to our specific customer support function at RightNow Media.
  5. Strong operational skills especially in the areas of metrics and support processes.
  6. Strong leadership skills and ideally previous experience in leading teams well.
  7. Strong verbal and written communication skills.
  8. Ability to effectively communicate between all teams at RightNow Media.
  9. Strong computer skills (Word, Excel, CRM applications, etc.)
  10. Bachelor’s degree required or equivalent work experience is highly desirable.

Organizational Relationship:  

The Inbound Customer Support Director reports to the Vice President of Customer Success.   The Inbound Customer Support Director will interact extensively with employees within Customer Success and other functional areas across RightNow Media. 

Working Conditions: 

This is a full-time position that requires you to work from our main office in McKinney, Monday through Friday. Additional hours may be worked as needed but need to be pre-approved by direct supervisor.

 

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