Director, Customer Support

  • 2022-11-25
  • Director, Customer Support
    Vancouver, BC

    Customer Care within the airline industry is a big deal. In reading this there’s a chance that if you have travelled there’s likely been challenges that occur. If you travel enough, its inevitable. How an Airline handles situations is what sets them apart. Our client is one of the fastest growing airlines in Canada, and we are looking for a Director of Customer Support to join the team. If you are as keen on costumer-support, this exciting opportunity is for you.

    The Director, Customer Support, will be reporting to VP Marketing & Communications and is responsible for delivering outstanding costumer support, deeply digital, self-serve focused and enhances the brand and customer-experience. This will include managing third-party BPOs and vendors, driving digital development to reduce contacts, optimizing channel mix to shift contacts towards chat, and ultimately developing a support experience that reflects impeccable brand values. As the Director, Costumer Support you will be working in an office environment with moderate travel if required.
     
    Responsibilities:

    • Design and structure the operating model to maximize customer satisfaction while at the same time staying true to the organizations low-cost business model. 
    • Manage third-party vendors and BPOs to ensure delivery of key SLA metrics including speed to answer, abandonment rate, handle time, first-contact resolution, and ultimately customer satisfaction. 
    • Collaborate with the digital product team to drive digital development in order to maximize self-serve opportunities, reduce friction, and ultimately minimize the need for contacts. 
    • Focus on evolving the channel mix towards digital channels and chat.  Continue to develop the chatbot to continuously improve the deflection rate. 
    • Oversee the delivery of high-quality responses and outcomes for customers to ensure a high rate of first-contact resolution and low repeat contacts. 
    • Deliver a customer support experience that enhances brand equity and is able to transform customers who have had a negative experience into promoters for the brand.
     
    Qualifications:

    • 8+ years of experience in managing large-scale customer support operations.
    • 5 years of leadership experience
    • Strong sense of customer experience and a commitment to delivering exceptional outcomes for customers. 
    • Strong partner and vendor relationship management skills.  Experience in managing BPOs is a strong plus. 
    • High sense of ownership with a bias to action.
    • Excellent problem-solving and communication skills and able to multi-task and prioritize in a fast paced, deadline-driven environment.
    • Able to handle pressure and meet tight timelines in an environment with a high volume of activity.
    • Excellent problem-solving and communication skills and able to multi-task and prioritize in a fast paced, deadline-driven environment.

    We’re looking for an individual that thrives in a fast-paced entrepreneurial environment where being a business architect make you jump out of bed in the morning.  If this role has you leaning in, then don’t hesitate to apply today by clicking on the posting or reaching out to Ryan at: rberrecloth@locksearchgroup.com


    Thank you in advance for your interest, only individuals deemed to have the skill set and experience to fit the role will be contacted. Applicants must be legally entitled to work in Canada without sponsorship.

    We are equal opportunity and affirmative action employers that do not discriminate on the basis of race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or veteran status, or any other characteristic protected by local, state, provincial or federal laws, rules, or regulations. Our policy applies to all terms and conditions of employment. Accommodation is available for applicants with disabilities upon request.

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