Customer Support Director
Katalon, Inc., Vietnam

The Customer Support Director oversees the day to day operations of the function and manages a team of Technical Support Agents that resolves customers’ tickets. The Customer Support Director is responsible for maintaining consumer satisfaction through optimizing the support workflow, building self-help content and coordinating the technical resources across Support and Engineering teams to provide efficient solutions for the customers. Besides, He/she is also responsible for driving and delivering key support metrics, best practices, knowledge-based content, and methodologies that ensure the delivery of the service.

Key Responsibilities:

• Optimizing the tickets resolving strategy according to Agents’ skillset and allocate resources effectively to maintain the time to respond and satisfaction KPIs
• Develop the knowledge-based content to resolve common issues
• Handling enterprise accounts’ key contacts to ensure a proper support protocol with guidance for Support Agents
• Represent Support team to collaborate with Sales, Engineering, and Success functions
• Leading, Mentoring and Scaling of the Support team to improve the support service capability
• Responsible for enabling and delivering the Support function KPIs

Requirements

• Experienced with leading a technical product support service function with a proven track record of building teams and structure in a technology company.
• Strong technical acumen and proficient with software development and automation testing.
• Excellent English capability, especially verbal communication.
• Familiar with analyzing workflows and optimizing processes.
• Capability to work under pressure.
• A passion for focusing on the customer experience with attention to detail and a data driven mindset.

Benefits

• Building large-scale amp; latest technology software products
• Working amp; Developing with Passionate amp; Talented Teams
• Attractive Salary and Benefits
• Flexible working time
• Premium health care insurance for you and your loved ones
• Company trip every summer, annual year-end party, team building, etc
• Free in-house entertainment facilities (ping pong, game), coffee, and snack.

Job Rewards and Benefits