Director of Support Operations

2 weeks ago

Stockholm, Stockholm, Sweden Kisi Full time

About Kisi

We're revolutionizing the way people access and secure their spaces with innovative technology that's transforming how businesses control access to their offices, facilities, and buildings.

About the Role

As a Director of Support, you'll play a critical role in delivering exceptional customer support and advanced technical assistance. Your primary responsibility is to ensure our clients receive top-tier service and derive maximum value from our products.

Key Responsibilities

  • Lead the resolution of complex technical issues, ensuring timely response to inquiries and fostering collaboration with cross-functional teams.
  • Develop and execute comprehensive strategies to enhance customer satisfaction, retention, and overall customer experience.
  • Mentor and provide ongoing guidance to support specialists, fostering their professional growth and ensuring team cohesion.
  • Take ownership of critical technical problems, ensuring swift and effective resolution to maintain high levels of customer satisfaction and operational efficiency.
  • Serve as the primary subject matter expert on our product offerings, features, and functionalities, providing advanced training and guidance to customers and internal teams.
  • Lead efforts to stay updated on product updates, new releases, and industry trends, integrating these insights into customer support strategies and training programs.
  • Develop and oversee the implementation of robust training programs for customers and internal staff, ensuring comprehensive understanding and effective utilization of our security systems.
  • Manage the creation, maintenance, and accuracy of user manuals, FAQs, and support documentation to support customer needs and internal operations.
  • Spearhead quality assurance initiatives, overseeing the monitoring and reporting of recurring issues to drive continuous improvement in service delivery and operational processes.
  • Lead the collection, analysis, and interpretation of customer feedback, identifying actionable insights for product enhancement and improved customer experience.
  • Foster seamless communication and collaboration among sales, engineering, and product teams, ensuring alignment on customer needs and optimizing product performance.
  • Drive initiatives to optimize support processes, tools, and workflows, enhancing efficiency, effectiveness, and overall customer satisfaction.

Qualifications

  • Bachelor's degree in Information Technology, Business, or a related field.
  • 7-10 years of progressive experience in customer support, technical support, or a related role, demonstrating extensive leadership and expertise in managing support operations.
  • Proven track record of successfully resolving complex technical issues and providing exceptional customer support in a leadership capacity.
  • Advanced technical knowledge and extensive experience with remote security systems, including integration processes and advanced troubleshooting methodologies.
  • Expertise in utilizing CRM systems and advanced support management software, tools, and tracking mechanisms to optimize support operations, enhance customer satisfaction, and drive strategic initiatives that align with business goals.
  • Strong ability to cultivate collaborative relationships within cross-functional teams, effectively driving collective success and achieving customer-centric outcomes.
  • Exceptional communication, interpersonal, analytical, and problem-solving skills, with a demonstrated ability to navigate and resolve complex customer issues efficiently and effectively.
  • Strategic mindset with a proven capability to identify opportunities for enhancing customer support strategies and leading continuous improvement initiatives to elevate service delivery standards and maintain industry leadership.

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