Support Operations Director

6 days ago


Cape Town, Western Cape, South Africa Lead Generation Group Full time
About the Opportunity:

We're seeking a highly skilled Support Operations Director to join our team at Lead Generation Group. As a leader in our organization, you'll be responsible for developing and implementing strategies to drive exceptional customer service and support.

You'll work closely with our cross-functional teams to ensure seamless collaboration and communication. Your expertise in CRM/ticketing systems, US consumer behavior, customer service expectations, and regulatory requirements will be invaluable in this role.

A Bachelor's degree in Business, IT, or a related field is preferred, but not necessary. What's more important is your 3+ years of experience in support or customer service management, along with your ability to lead and motivate others. Strong leadership, communication, and problem-solving skills are also essential for success in this position.

Responsibilities:
  • Develop and implement strategies to drive exceptional customer service and support.

  • Work closely with cross-functional teams to ensure seamless collaboration and communication.

  • Use data analytics to improve service quality and efficiency.

  • Ensure compliance with US consumer protection laws (FTC, TCPA, ADA, etc.).

  • Collaborate with other departments to enhance customer experience.

Requirements:
  • Bachelor's degree in Business, IT, or a related field preferred.

  • 3+ years of experience in support or customer service management.

  • Strong leadership, communication, and problem-solving skills.

  • Experience with CRM/ticketing systems (Zendesk, Salesforce, etc.).

  • Knowledge of US customer service standards, data privacy laws (CCPA), and time zone management.


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