2 days old

Director of Customer Care

LogMeIn
Remote (US - CA) Work Remotely

Job Description

Overview:

A highly motivated and outcome-driven Director of Customer Care, with mix of relationship-building and technical skills to lead an EMEA based team of 4-6 managers, and 50+ Customer Care Level 1, 2, 3, and VIP representatives and the On-Boarding functions that are made up of PM, Logistics, Telecom and Field Engineering reps. Responsible for delivering Customer Care KPIs around customer satisfaction, service level, and customer onboarding and deployment of products.

Responsibilities

  • Overseeing management; ensuring efficient, high quality processes; ensuring adequate response times and quality for service and product delivery.

  • Point of contact for customer escalations

  • Lead the current and future direction of our EMEA Support organization and ensure that support team are working directly with customers to resolve customer issues/questions.

  • Provide leadership and supervision on day-to-day operational and direct technical support and maintain a positive relationship with our customer

  • Develop key performance indicators (KPIs) to ensure the most effective and efficient customer experience and measure to understand if objectives are being accomplished

  • Ensure all users understand the technology requirements for installation of different software offerings, and continually assesses needs and requirements to improve and enhance our processes

  • Report status of support tickets to the stakeholders

  • Establish relationships with sales, customer success and training team to address customers questions/issues and inquiries

  • Advise the head of customer support group on staffing needs and strategies, including continuous improvements of our customer support processes

  • Participate in the hiring and training process (onboarding of new staff)

  • Have a thorough understanding of available technology and researches to learn about innovative solutions and potential new releases

  • Demonstrates excellence in service delivery to maintain a high level of customer satisfaction

  • Collaborates with global teams including support/sales/business development

  • Exhibits strong decision-making skills in a leadership role

  • Have a strong dedication to the company and customer service

Qualifications

  • 10 years previous experience in technology/software industry including implementation and customer service roles

  • 5+ years experience in SaaS and Cloud operations with experience leading large global teams

  • Experience of working with geographically spread global teams to develop, implement and drive strategic customer success plans

  • Extensive knowledge of customer requirements

  • Support skills with demonstrated ability to effectively deal with escalated customer concerns

LogMeIn offers

  • Opportunity to work in full remote mode

  • Financial support to build your own home office setup

  • On-demand place in our Astoria downtown office

  • Wide variety of creative team building activities

  • Free choice of hardware for work

  • Private health insurance

  • Charity and volunteering opportunities

  • Eternal source of professional literature in our e-book program

  • Monthly self-care days to steam off

  • Inclusive, humane and Covid-cautious environment in the future of work


At LogMeIn, Inc., we build category-defining products that unlock the potential of the modern workforce, makingit possible for millions of people and businesses around the globe dotheirbest work, whenever, however, andmost importantly,wherever.Were a pioneer in remote work technology and a driving force behind todays work-from-anywhere movement, and have become one of the worlds largest SaaS companies with tens of millions of active users, more than 3,500 global employees, over $1.2 billion in annual revenue and more than 2 million customers worldwide who use our software as an essential part of their daily lives.Were headquartered in Boston, Massachusetts with additional locations in North America, South America, Europe, Asia and Australia.

Categories

Posted: 2021-01-13 Expires: 2021-02-12

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Director of Customer Care

LogMeIn
Remote (US - CA)

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