Director of Customer Service

Company: Lyra Technology Group
Location: Atlanta
Posted on: October 4, 2024

Job Description:

Lyra Technology Group is seeking a Director of Customer Service for one of their operating companies. The Director of Customer Support will lead and oversee the customer support department. This role is responsible for ensuring exceptional service delivery to our clients while driving operational efficiency and excellence, performance management, and strategic alignment with the company's goals.
About Lyra---
Lyra Technology Group is a family of industry leading technology service businesses. Our companies are operated independently by exceptional management teams. Companies that join our group retain the employees, name, and culture that have made them successful. We never divest from businesses we partner with and approach every decision with the goal of driving sustainable and healthy growth over the long term. We're able to arm our operational companies with industry best practices and resources to put them in the best position for growth and continued success. We made our first acquisition at the beginning of 2018. Today, we hold a controlling stake in 70 companies across the US, UK, Australia, New Zealand, and Canada.
Your work as a Director of Customer Service has several components:
The Director of Customer Support is a key member of the Leadership Team and will collaborate with other senior leaders to drive the strategic direction of the organization. This role involves contributing to high-level decision-making and ensuring alignment between customer support operations and overall company goals.
Key Responsibilities include:
--- Leadership and Team Management:
o Lead, mentor, and develop a high-performing customer support team.
o Foster a positive and collaborative team environment.
o Implement best practices in customer support and encourage professional growth.
--- Client Focus:
o Ensure a client-centric approach across all support activities.
o Act as a senior point of contact for key client issues and escalations.
o Align with Account Management to deliver focused client delivery and quarterly operations meetings to discuss performance metrics.
--- Operational Strategy:
o Develop and execute the customer support strategy in alignment with the company's goals and objectives.
o Optimize support processes and workflows to enhance efficiency and service quality.
o Implement and manage support tools and technologies.
--- Metrics and Performance Management:
o Define and track key performance indicators (KPIs) for the customer support team.
o Analyze performance data to identify trends, issues, and opportunities for improvement.
o Report on support metrics to organization.
--- P&L Management:
o Oversee the budget, costs and merit increase process of the customer support department.
o Manage departmental expenditures and identify cost-saving opportunities.
o Ensure alignment of support activities with financial targets.
--- Client Relationship Management:
o Develop strategies to improve client satisfaction and loyalty.
o Address and resolve complex client issues and complaints in a timely manner.
o Gather and act on client feedback to drive continuous improvement.
--- Operational Excellence:
o Drive continuous improvement initiatives to enhance the support function.
o Ensure compliance with company policies, procedures, and industry regulations.
o Maintain high standards of service quality and operational efficiency.
Our ideal Director of Customer Service has the following qualifications:
--- Bachelor's degree in Business Administration, Information Technology, or a related field.
--- 7+ years of experience in customer support management, with a strong background in IT services or managed services.
--- Proven ability to lead, inspire, and manage a diverse team effectively.
--- Strong client relationship management skills with a commitment to exceeding client expectations.
--- Experience in developing and implementing operational strategies and process improvements.
--- Proficiency in setting, tracking, and analyzing KPIs to drive performance.
--- Experience in performance management, including coaching, feedback, and performance evaluations.
--- Demonstrates experience in managing budgets and financial performance.
--- Excellent communication, problem-solving, and decision-making skills.
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