www.researchsolutions.com.
POSITION SUMMARY:
As the Director of Customer Support, you will be responsible for building, managing, and optimizing our customer support operations. You will develop strategies to improve response times, enhance customer satisfaction, and drive efficiency within the team. You will work closely with Product, Software Development, and Customer Success teams to ensure a seamless customer experience and advocate for customer needs.
ESSENTIAL RESPONSIBILITIES, DUTIES, AND FUNCTIONS:
- Leadership & Team Management: Lead, mentor, and grow a team of approximately 10 customer support agents.
- Customer Support Logistics: Develop and implement support strategies to improve response times and resolution rates. Optimize support workflows, including ticketing systems, chat support, and knowledge base management. Establish and track key performance indicators such as CSAT, NPS, and first-response time. Perform data analysis to identify trends and identify growth opportunities.
- Customer Experience & Advocacy: Act as the voice of the customer, gathering insights and feedback to share with Product and Software Development teams. Produce and increase discoverability of instructional materials, including FAQs, help articles, video tutorials. Identify and help craft new product integrations.
- Technology & Automation: Evaluate and implement support tools to enhance efficiency. Leverage AI, chatbots, and automation to improve customer interactions. Ensure seamless integration between support platforms, CRM tools and proprietary software.
- Cross-Functional Collaboration: Partner with Product to improve the usability and reliability of our platform. Work with Customer Success and Implementations to ensure a smooth handoff between onboarding, support, and retention efforts. Integrate with Operations to process document delivery product offerings while maintaining efficiency and copyright compliance. Improve Library Services staffing service with cooperation of Publisher Relations department.
REQUIREMENTS:
- 5+ years of experience customer support leadership, preferably in a SaaS or tech company. Library Sciences, archiving and copyright compliance experience a plus.
- Proven experience managing a growing support team in a fast-paced environment
- Strong understanding of support metrics, KPIs, and best practices.
- Expertise with support tools like ZenDesk, HubSpot, Freshdesk, or similar platforms.
- Experience with billing tools like Stripe, Braintree or similar platforms
- Ability to analyze customer feedback and advocate for improvements.
- Excellent communication and leadership skills, with a passion for customer service.
- Experience working cross-functionally with Product, Software Development, and Success teams.
- Bonus: Experience with AI-driven support tools and automation.
OUR VALUES
Our values ground us in everything we do. We believe in respect, teamwork, accountability, putting our customers first, and delivering innovative excellence in all we do. We are a company that values diversity, appreciates continuous improvement, and fosters an environment where everyone is heard and can contribute their best.
· Innovation: We will be a leader in providing innovative solutions that streamline research workflows.
· Respect: We value everyone and treat people with dignity and professionalism.
· Teamwork: We achieve more when we collaborate and all work together.
· Accountability: We are responsible for our words, our actions, and our results.
· Customer First: We will never forget that we are here to serve our customers.
· Investors: We will provide our investors with an attractive return through sustainable growth.