Director of Customer Service

Client Support Seattle, Washington Remote - East Remote - Midwest Remote - Northeast Remote - Southeast Remote - Southwest


Description

Job Summary

Ziff Davis’ Communication brands (Line2, eVoice and eReceptionist) arm small businesses with VOIP (Voice over Internet Protocol) with digital communication tools and are embarking on an ambitious growth plan and are looking for a Director of Customer Service.  This role will lead product support teams and be responsible for the delivery of exceptional technical support while finding ways to improve client retention and amplify the customer voice internally. This individual will be challenged with building a world-class support services organization, leveraging support personnel, technologies, and proven best practices to ensure that our products are properly supported alongside our employees and partners. We are seeking an individual that can strengthen the Support team by contributing creative ideas, expertise, knowledge, high professional standards,  team spirit and enthusiasm about the customer.

The ideal candidate has a proven track record of establishing, building, coaching, and evolving support services that span desktop support, ticket/issue management, metrics-driven quality of service, and an ability to both lead and do. They must be able to define and execute plans to improve the customer experience. They should be comfortable in a rapid and evolving environment focusing on continual improvement for our customers, teams and business.  

Essential Functions:

  • Manage and lead support teams for the Communication brands
  • Identify and ensure the teams have the tools needed to provide an exceptional customer experience
  • Work collaboratively with the product teams to target and prioritise areas for improvement
  • Define a plan to ensure the knowledge bases continue to be updated and fit for purpose, to include partnering with other departments to execute
  • Develop and document processes, procedures, policies, and best practices for Support teams
  • Ensure effective communications and interactions in the delivery of all support services
  • Identify areas where team members need additional training, and coordinate/lead delivery to continuously enhance technical knowledge and soft skills
  • Track and analyze customer inquiries, present options to solve problems and recurring issues
  • Ensure team members execute against and follow established internal protocols and policies for all customer cases, including but not limited to correctly documenting and tracking cases and situations
  • Hold accountable and monitor that team goals and KPIs are met and ongoing progress achieved
  • Encourage open communication between team members, allowing the team to bring forward ideas on how they can collectively deliver more effective service

Qualifications

  • 5+ years in management
  • 5+ years in call center environment 
  • Flexible attitude towards working hours.
  • Experience establishing, building, optimizing, and growing an support organizations
  • Experience developing, monitoring, and managing KPIs for all support systems
  • Ability to conceptualize, plan and deploy technology in a strategic and/or tactical manner
  • Strong influencing skills, the ability to interface at all levels of the organization
  • Ability to develop solutions through collaboration
  • Ability to build teams offshore
  • Strong conflict resolution and problem solving skills
  • Determination, ambition and a hard-work ethic
  • An enthusiastic attitude to customer service and support
  • Exceptional verbal and written skills
  • The ability to work unsupervised as well as within a team

About Ziff Davis

Ziff Davis, Inc. (Nasdaq: ZD) is a vertically focused digital media and internet company whose portfolio includes leading brands in technology, entertainment, shopping, health, cybersecurity, and martech. For more information, visit www.ziffdavis.com.

Seniority Level

Intermediate

Employment Type

Full-Time

Job Functions

  • Client Support

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