Director, Customer Support
Nashville TN | Client Services | Full-Time
WHO WE ARE
Ncontracts provides comprehensive vendor, compliance, risk management, and lending compliance solutions to a rapidly expanding customer base of over 4,000 financial institutions in the United States. We help financial institutions achieve their compliance and risk management goals with a powerful combination of user-friendly, cloud-based software and expert services. Our solution suite encompasses the complete lifecycle of risk, including vendor management, enterprise risk management, business continuity, compliance, audit and findings management, and cybersecurity. The company was named to the Inc. 5000 fastest-growing private companies in America for the fourth consecutive year. For more information visitwww.ncontracts.comor follow the company onLinkedInandTwitter.
The Director of Customer Support is a strategic leader responsible for overseeing the customer service department and ensuring exceptional customer experiences throughout all touchpoints. This role involves managing a team of customer service managers and representatives, developing, and implementing customer service strategies, and collaborating with cross-functional teams to drive customer satisfaction, retention, and loyalty.
Leadership and Strategy:
Lead, mentor, and inspire a team of customer support managers, supervisors, and representatives to deliver outstanding service.
Oversee day-to-day operations of the customer support department, ensuring efficient handling of customer inquiries, complaints, and requests.
Establish and monitor key performance indicators (KPIs) to measure and improve the effectiveness of the customer service team.
Implement best practices to streamline processes and enhance the overall customer experience.
Recruit, train, and develop customer service staff to maintain a skilled and motivated workforce.
Conduct regular performance evaluations, provide feedback, and create development plans for team members.
Customer Experience Enhancement:
Collaborate with cross-functional teams to identify areas for improvement and implement initiatives that enhance the customer journey.
Collect and analyze customer feedback, utilizing insights to drive continuous improvement in service quality.
Technology and Tools:
Evaluate and implement customer service technologies, tools, and systems to optimize operations and provide efficient support.
Stay updated with industry trends and advancements to enhance the department's capabilities.
Budget and Resource Management:
Manage the customer service budget, allocating resources effectively to achieve departmental objectives.
Monitor and control costs while maintaining high service quality.
7 years minimum experience managing
10 years of experience in customer service
Three years’ experience in supporting a SaaS product
Bachelor’s degree or combined experience required
Experience in coaching and mentoring support managers
Proven Ability to Foster Strategic Thinking at both Team and Organizational Levels
Demonstrated experience in handling change management
NICE TO HAVE
- A fun, fast-paced work environment
- Responsible PTO Plan that meets or exceeds state and local medical and family leave laws
- 11 paid holidays
- Community and social events to keep you connected and engaged
- Mental Health Benefits
- Medical, Dental and Vision insurance
- Company-paid Group Life Insurance, Short- and Long-Term Disability
- Flexible Spending Account & Health Savings Account
- Aflac Benefits – Critical Illness, Cancer Protection, & Hospital Choice
- Pet Insurance
- 401 (k) with company match with eligibility on Day 1 of employment
- 2 Paid Volunteer Time Off Days
- And much more!
Pursuant to state and local law disclosure requirements, the pay range for this role, with final offer amount dependent on education, skills, experience and location is $140,000 to $160,000 per year. This position may be eligible for an annual discretionary incentive award. The incentive award amount is dependent upon company performance and your personal performance and is not guaranteed.
Ncontracts provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.