About Kisi

About the role

• As a Director of Support, you will play a critical role in delivering top-tier customer support and advanced technical assistance. Your primary responsibility is to ensure our clients receive exceptional service and derive maximum value from our products. You will lead the resolution of complex issues, ensure timely response to inquiries, and foster collaboration with cross-functional teams. Your strategic leadership, technical expertise, and customer-centric approach are vital in maintaining high customer satisfaction levels and driving continuous improvement in our product offerings and support processes.

• This is a hybrid position where we'd like you to be in-office 2 or 3 days per week. However, we are willing to offer this position as a remote opportunity for exceptional candidates based in the US. 

What you'll do

• Customer Support:

  • Provide advanced support to customers via phone, email, and chat, handling complex inquiries and resolving escalated issues related to our security systems.

  • 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.

• Technical Assistance:

  • Lead troubleshooting efforts for complex technical issues, collaborating closely with engineering and product teams to deliver expert guidance and solutions.

  • Take ownership of critical technical problems, ensuring swift and effective resolution to maintain high levels of customer satisfaction and operational efficiency.

• Product Knowledge:

  • 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.

• Training and Documentation:

  • 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.

• Quality Assurance:

  • Spearhead quality assurance initiatives, overseeing the monitoring and reporting of recurring issues to drive continuous improvement in service delivery and operational processes.

  • Implement proactive strategies to prevent issues and enhance overall customer satisfaction and operational efficiency.

• Customer Feedback:

  • Lead the collection, analysis, and interpretation of customer feedback, identifying actionable insights for product enhancement and improved customer experience.

  • Actively participate in team meetings and collaborate with product development teams to advocate for customer-centric improvements and innovations.

• Cross-Functional Collaboration:

  • Facilitate seamless communication and collaboration among sales, engineering, and product teams, ensuring alignment on customer needs and optimizing product performance.

  • Champion the customer perspective in product development discussions, leveraging insights to drive customer-focused decision-making processes and product improvements.

  • Manage cross-functional teams involved in transformation initiatives, including selection/separation decisions and performance reviews.

• Process Improvement:

  • Drive initiatives to optimize support processes, tools, and workflows, enhancing efficiency, effectiveness, and overall customer satisfaction.

  • Champion the adoption of best practices and innovative approaches in customer support and technical assistance to continually elevate service delivery standards.

• Administration and Coordination:

  • Ensure meticulous documentation and management of support activities, customer interactions, and issue resolutions, maintaining accurate records for operational transparency, compliance, and future reference.

  • Oversee the efficient handling of support tickets, prioritizing tasks, and delegating responsibilities to ensure prompt resolution of customer issues and effective workload management.

Qualifications

• Bachelor’s degree in Information Technology, Business, or a related field - degree preferred.

• 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, with a focus on mentoring and guiding junior team members to achieve high performance.

• 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.