Customer Support Director
1 week ago
**Responsibilities**:
- Be responsible for global customer support which includes both pre-sales & post-sales.
- Involved in customer software trials, consolidating and solving customer problems.
- Collaborate with stakeholders from sales, product, Quality Control and R&D team to improve customer satisfaction levels and achieve joint targets.
- Set key performance indicators for each team member and motivate the team to work towards the same goal.
- Drive a results-oriented culture with a strong focus on servicing excellence, execution, quality, and speed.
- Strong business growth mindset, set up and drive programs to ensure continuous business success.
- Manage and prioritize work based on activity pipelines as well as data analysis across teams.
- Surface opportunities to constantly improve the customer experience.
- Innovative thinking with a passion for problem-solving.
**Experience, and Skills Required**:
- Must understand coding logic, but not necessary to be a software developer.
- Be familiar with the Android system.
- Electrical circuits and PCBA knowledge is a must.
- 10+ years of experience in managing Customer Success or Account and Relationship Management teams.
- Deep leadership experience with demonstrated ability to build a highly motivated and effective team.
- Strong analytical mindset and proven ability to turn data into action.
- Experience in building and leading a geographically distributed team.
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