SparkCognition catalyzes sustainable growth for our clients throughout the world with proven artificial intelligence (AI) systems, award-winning machine learning technology, and a multinational team of AI thought leaders. Our clients are trusted with advancing lives, infrastructure, sustainability, and financial systems across the globe. They partner with SparkCognition to understand their industry's most pressing challenges, analyze complex data, empower decision-making, and transform human and industrial productivity with scalable AI solutions to solve the problems that matter most.
The Director, Customer Support focuses the customer support team on providing excellent customer service throughout SparkCognition. He/she drives organizational efficiencies and maintains a high level of customer satisfaction, loyalty, and retention. The Customer Support Director hires trains and supervises Tier 1 and Tier 2 Customer Support Associates and Support Partner teams. The Director resolves procedural problems and recommends improvements to management. The Customer Support Director manages escalated customer support issues with external and internal customers, and SparkCognition partners.
Join us and start:
Customer Satisfaction

• Ensuring the support team meets goals for productivity and customer satisfaction
• Maintaining contact with customers and conducting surveys to verify customer satisfaction
• Following up with dissatisfied customers to understand and correct service issues

Escalation

• Taking ownership of escalated customer issues and following problems through to resolution
• Keeping accurate records and documents customer service actions and discussions
• Recommending changes to products or services to fulfill customer needs

Process

• Developing extensive knowledge of department processes
• Developing documents and maintaining customer service procedures, policies, and standards
• Keeping ahead of industry developments and applying best practices to areas of improvement
• Controlling resources and utilizing assets to achieve qualitative and quantitative metrics
• Compiling customer service information and recommendations to strategic plans
• Identifying customer service trends, determining CRM system improvements and requirements
• Adhering to the approved budget

People Management

• Setting a clear mission for the team and deploying strategies focused on that mission
• Recruiting, mentoring, and developing customer service associates
• Maintaining an environment where associates can excel through encouragement and empowerment
• Coaching employees and communicating job expectations
• Providing a documented growth path for team members and supporting agent career growth
• Reviewing and approving performance actions for the support team

You'll have:

• 5+ years supervisory experience
• Typically requires 3-5 years of experience in the related area as an individual contributor
• Advanced troubleshooting and multi-tasking skills
• Proven working experience as a Customer Support Director
• Excellent knowledge of management methods and techniques
• Working knowledge of customer service software, databases, and tools
• Awareness of industry's latest technology trends and applications
• Ability to think strategically and to lead a team
• Strong client-facing and communication skills

SparkCognition is an equal opportunity employer, dedicated to diversity, equality, and inclusion, and provides equal employment opportunities to all employees and applicants for employment. SparkCognition prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.