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Director of Client Experience

1 week ago

Wellington, Wellington, New Zealand Silverbear Ltd. Full time

Drive Customer Satisfaction with Effective Leadership

Silverbear Ltd. is committed to delivering exceptional customer experiences through our innovative software solutions. We are seeking a talented and experienced customer support leader to lead our support team and drive service excellence.

About the Role:

This leadership position requires a seasoned customer service professional with a strong background in customer-facing roles, excellent communication skills, and the ability to thrive in a dynamic environment. You will be responsible for managing our support team, ensuring high standards of customer service, and identifying areas for improvement.

Key Responsibilities:

  • Lead and develop the Customer Support team, promoting a culture of collaboration and continuous improvement.
  • Monitor key performance indicators (KPIs) and ensure service level agreements (SLAs) are met.
  • Act as an escalation point for complex customer issues, resolving them effectively and efficiently.
  • Design and implement training programs to enhance team performance.
  • Oversee ticket handling systems, ensuring issues are logged and resolved promptly.
  • Identify areas for improvement and suggest enhancements to our processes.
  • Collaborate with the Senior Support Manager on recruitment, onboarding, and HR-related tasks.

Requirements:

  • At least 3 years of experience in IT support or customer-facing roles.
  • Strong organisational and time management skills.
  • Excellent communication and interpersonal skills.
  • Leadership experience in customer-facing teams.
  • Ability to thrive in a dynamic environment with changing priorities.