Director, APAC Customer Support
Core
Lead the APAC regional Customer Support organization, managing a team of managers to achieve global SLA goals, improve workflow efficiencies, and ensure business hour coverage.
Role type
Senior management IC (Customer Support Director)
Builds
Regional Customer Support organization
Domain
Financial services (Private Equity, Venture Capital)
Required skills
Team leadership, strategy development, headcount planning, compensation planning, workflow optimization, Salesforce/CRM proficiency, stakeholder management, project management, financial market knowledge
Preferred skills
Workflow optimization in fast-paced environments, Microsoft Office suite proficiency, ability to operate with urgency, prioritization skills for high call volume
Responsibilities
Manage a team of Customer Support Managers in APAC, provide coaching and career development, partner with Global Director to develop regional strategy, set hiring strategy, design onboarding and training, serve as escalation point for critical client questions, cross-collaborate with Product and Data Operations, conduct monthly regional meetings
Seniority
Director, strategic leadership & team management