In this role, you will lead the strategic and day-to-day operations of the customer service department of a company which provides SaaS and payment processing solutions. In this role, you will utilize your experience to help optimize support for small-to-medium business (SMB) and partner channels, while ensuring an exceptional customer experience. If you are a customer service, support, or success leader with a proven track record of building high-performing teams, driving process improvements, and leading with a customer-first mindset, this could be a great opportunity for you.
Key Responsibilities:
- Recruit, develop, and mentor a high-performing customer support team to deliver best-in-class service.
- Act as a cross-functional liaison, driving a customer-centric culture across sales, operations, and vendor management.
- Establish and maintain operational standards and best practices across the support organization.
- Identify and implement efficiencies in tools and workflows, including telephony systems and CRM platforms.
- Track and manage key performance indicators (KPIs), such as response times, resolution rates, customer satisfaction, and Net Promoter Score (NPS).
- Champion initiatives to strengthen customer communications, loyalty, and retention.
- Collaborate with peer leaders to enhance service levels and align support initiatives with broader company goals.
- Manage budgeting and resource planning for the support function.
- Drive the development of proactive support programs, including knowledge base creation, multi-channel support expansion, AI-enabled tools, and outreach campaigns.
- Foster a positive and engaging team culture.
- Lead and support a team of 3–5 direct reports.
Ideal Background:
- Bachelor’s degree required; Master’s degree preferred.
- 10+ years of experience leading customer service operations, including management of direct reports.
- Hands-on experience with Salesforce or similar CRM systems.
- Strong knowledge of multi-channel support (e.g., phone, chat, email).
- Experience in SaaS and/or payment processing environments is a plus.
- Demonstrated expertise in setting and managing service level agreements (SLAs).
- Proven success in developing retention strategies and improving customer outcomes.
- Excellent analytical, leadership, and communication skills.
- Experience managing both remote and on-site teams.
- Ability to work cross-functionally with various departments and senior leadership.
- Ability to travel up to 5%.
Benefits:
- Competitive health, dental, and vision coverage
- Guardian Hospital Indemnity Coverage
- Life and LTD insurance
- 401(k) plan with company matching up to 3%
Work Environment:
On-site office, Monday-Friday 9am-5pm EST.
Location:
North of New York City, in Westchester County, NY; or within a daily commutable distance of Purchase, Dobbs Ferry, White Plains, Tarrytown, or Yonkers, NY; or Greenwich or Stamford, CT
Contact:
Ian Horsted
605-275-8803
Ia*@********up.com
Schedule a Call with Ian
