Allied Minds

Director of Customer Support

US-VA-Arlington
1 month ago
Job ID
2017-1165
Federated Wireless
# of Openings
1
Category
Customer Service/Support

Overview

Federated Wireless

Federated Wireless is unlocking a spectrum of possibilities, leading the wireless industry through the shared spectrum revolution. By enabling a new shared economy model via standardized subscription costs and pricing, Federated Wireless is giving organizations of all sizes the opportunity to become a carrier and cost-effectively deliver new services via the spectrum. Federated Wireless’ unique approach allows carriers old and new to quickly and cost-effectively utilize and leverage spectrum for a broad range of services, such as Private-LTE applications or network densification for 5G. This not only ensures that this finite resource is preserved and available for the next wave of mobile business innovation, but will result in businesses and consumers experiencing better service quality whether they are indoors or outdoors, rural or urban, allowing us to have it all no matter where we are.

  

Job Description: 

We are seeking a Director of Customer Support to report to the Vice President of Sales who will have full responsibility for leading our Customer Support Operations. The Director of Customer Support represents Federated Wireless on high profile escalations and has primary responsibility for customer satisfaction and major incident management. We expect this leader to bring a level of energy and experience in relentless improvement, development of best practices and implementation of lean processes and quality execution. By demonstrating exceptional leadership skills, a passion for customer service and a proven methodology for building a culture of continuous improvement, this is a prime opportunity for an experienced customer operations lead to make a significant impact on a growing company with a large market opportunity.

 

 

Responsibilities

  • Accountable for building and maintaining high customer satisfaction levels while controlling costs 
  • Manage high complexity customer satisfaction issues 
  • Responsible for enabling customer success by strengthening core services and support disciplines
  • Interface with customers and Federated Wireless engineering as issues arise, monitor bug fixes and track feature development in code releases, ensure that the relationship between Federated Wireless and customers is strong
  • Review and update all Customer Support SLAs and track and report an agreed upon achievement level
  • Coordinate with Technical ops and Engineering on help desk workflow, escalation and issue repository efforts.
  • Formalize and document Tier 1 capabilities and spend
  • Cross-train/optimize the Tier 2 & 3 Customer Support staff

Qualifications

  • 10+ years experience in telecom, wireless and or service provider
  • 5+ years as a Customer Support Manager or Director on a telematics, cellular-based OR highly complex technical product
  • 5+ years as a Customer Support Manager or Director with multiple leads and/or manager direct reports
  • At least one implementation of a Customer Support platform
  • Proven experience in building customer support from the ground up in a start up environment
  • Enterprise customer support experience desired
  • Familiarity with cloud software development, triage and maintenance is critical
  • Ability to build and sustain solid relationships at multiple levels internally and with partners. Influencing areas of the business that are not under direct control will be critical
  • Good history and track record of working with Sales, Marketing, Finance and Engineering to make sure everything is geared to customer success
  • Strong leadership skills with the ability to motivate and focus the teams and individuals on key objectives 
  • Encourage high standards of performance and inspire others to define new opportunities and continuously improve the organization 
  • Practical, hands-on approach with the innate ability to lead by example
  • Foster collaboration among team members and cross-functional teams and able to use a wide range of individuals to address relevant issues
  • Able to quickly establish rapport and effective relationships and encourages team members to hold themselves accountable for their work, sharing wins and lessons learned
  • Strong sense of ownership. High degree of personal initiative. Strong work ethic
  • Team-Player
  • Strong written and oral communication
  • Bachelor's degree in business or technical field. Business, process engineering and/or data analytics coursework desirable. Master’s degree preferred

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