Director of Customer Service - Alpharetta, United States - Promethean World

Description

**Director of Customer Service**

Alpharetta, Georgia

Customer Experience

Full-time

Collaborative discovery is at the heart of the learning experience. With more than two decades helping people learn and grow together, Promethean is a true partner for educators, innovators, and business leaders. Our award-winning interactive displays and lesson delivery solutions transform learning and workspaces into creative, connected environments to foster collective success.

At the heart of Promethean is a team of education strategists, designers, and technologists that is dedicated to inspiring engagement and empowering teachers and students around the world. Our goal is to make education technology commonplace in all learning environments, and we strive every day to develop intuitive solutions that speed learning, insights, and creativity.

The Promethean team spans the globe and our work impacts the lives of millions of teachers and students. We stand by our solutions and our employees, offering highly competitive benefits and compensation, as well as providing a work-life balance that lifts and sustains us as we navigate a new future. We are #TeamPromethean. Join us.

The Customer Experience group provides support in multiple languages, covering a range of business-critical support and service tasks globally. Our team works collaboratively and with customer obsession to ensure we maintain the quality they deserve because we know that our products are relied upon in classrooms across the world.

The Director of Customer Service leads a global team providing technical support to Promethean customers. You are obsessed with delivering consistent, effortless customer experiences that create loyal customers who promote our brand. Through your strategic and people-centric leadership, you will inspire your team to succeed in complex goals and objectives. The Director of Customer Service will play a critical role in shaping the strategy for all customer interactions, engagement, and life cycle management. You must be analytically driven, entrepreneurial, and a creative problem solver who knows how to lead and execute. You must be capable of achieving aggressive goals with ingenuity and within budget.

**Job Duties and Responsibilities:**

Direct the daily operations of a global customer service department.

Inspire and motivate the team to create an enthusiastic and engaged workforce.

Foster an environment of fun, teamwork, ownership, and continual improvement.

Responsible for the recruitment, training, coaching and development strategy of the customer service team.

Effectively manage team workloads, matching existing human resources to customer demand for support.

Anticipate and fulfill needs for new staff or surge capacity.

Own policies, processes, and procedures that ensure effortless customer experiences and consistent, high-quality interactions.

Establish performance metrics, service levels, and compliance requirements for objectively measuring the customer service department and employee performance.

Influence the strategic plans and priorities of internal/external partners to ensure delivery of customer service efficiencies and resolutions to customer/agent pain points.

Develop and adhere to annual operating budgets.

Willingness to carry out additional duties in order to support the business needs

Flexibility with schedule to cover 24x7 operations

Act as the voice of the customer, championing changes and improvements across the customer experience and delivering insights to the broader business.

**Skills and Qualifications:**

7+ years of customer service leadership experience, preferably in support of technology products.

Bachelors degree required.

Microsoft suite experience necessary (Outlook, Excel, Word, PowerPoint, etc.).

Extensive experience with omnichannel CRM tools and best practices, especially Salesforce.

Excellent analytical/problem-solving skills, organizational skills, and communication/presentation skills.

Ability to collaborate and influence at all levels and cross-functionally to deliver on business goals and objectives.

Experience managing international teams of employees and contractors.

Proven experience creating job descriptions, interviewing, and hiring the best.

Must have strong process/project management skills with the ability to think strategically and implement tactically.

Ability to interpret data, reports/presentations, and make actionable recommendations.

Ability to thrive in a changing, fast-paced environment.

Sound business judgment and decision-making abilities on what constitutes best-in-class customer service.

A true leader who has extensive experience developing employees and who inspires trust, teamwork and ethical behavior.

The ideal candidate is highly analytical and self-motivated with experience solving complex problems and maximizing the potential of their team through coaching and leadership.

Ability to travel 25%.

This role is office based. Therefore, a requirement of this job is that you be fully vaccinated with the Covid-19 vaccine at least 3 weeks prior to your first day in the office. If you require an exemption from this requirement for a medical reason or sincerely held religious belief, practice or observation, please contact recruiting to request such an exemption.

**At Promethean...**

We take our work seriously because it has impact We empower students worldwide to learn. We are driven to continuously innovate and develop educational technology that inspires students to unleash their potential. We believe in the power of education to change the world and come to work each day with our sleeves rolled up ready to make a difference However, we also appreciate that life isn't just about work. We are a small company with big rewards and understand that you also need time to unwind. Join a company where you can be your best self, work on challenging problems, and have some fun along the way; join Promethean. Promethean is honored to be an equal opportunity workplace. We realize that by creating teams rich in diverse thoughts and experiences, our people, company and customers are free to thrive. We are committed to providing equal employment opportunities regardless of race, color, national origin, religion, creed, genetic information, sex (including pregnancy, sexual orientation or gender identity), age, marital status, disability, military or veteran status; or any other protected classifications or characteristics under applicable local laws. In addition, Promethean values privacy and the protection of personal information. For information regarding personal information we collect and our use of such data please see our privacy policy: #Promethean #EdTechJobs