Tresata Customer Support Director

Customer Support Director

A Customer Support Director (CSD), is responsible for managing product users, routing and assigning requests to the support team and onboarding team, managing SLAs (Service Level Agreements), active reporting, and monitoring product users and billing on Stripe involves a combination of leadership, technical, and customer-centric responsibilities.

As part of our larger global Client Platform and Support team, you will work closely with Product Management, Engineering and the DevOps teams to implement product features and onboard external users on the Product.

As a Tresata TSM, Client Onboarding, you will:

• Lead and manage a team of customer support representatives and onboarding specialists.
• Provide guidance, mentorship, and coaching to ensure a high level of performance and customer satisfaction. Ensure timely and effective resolution of cases.
• Ensure timely and accurate allocation of tasks based on team members' skills and workload.
• Manage, monitor and enforce Service Level Agreements (SLAs) to establish clear expectations for response and resolution times.
• Generate regular reports for management, identifying trends, areas for improvement, and key performance indicators.
• Implement tools and processes to monitor and analyze product usage patterns.
• Collaborate with the product development team to gather user feedback and address issues related to product functionality.
• Collaborate with cross-functional teams to ensure a seamless transition from onboarding to ongoing support.
• Monitor customer satisfaction through surveys, feedback, and other mechanisms.
• Identify opportunities for process improvement within the customer support and onboarding functions by implementing the best practices to enhance efficiency and effectiveness.
• Work closely with technical teams to address and resolve complex customer issues.
• Facilitate training programs for customer support and onboarding teams to enhance their skills and product knowledge.
• Stay informed about updates and changes in the product to ensure the team is well-equipped to address user inquiries.
• Establish and enforce quality assurance measures, ensuring that client onboarding adheres to the highest standards.
• Ad hoc general client support responsibilities.