Director of Customer Support

Vela Software is looking for a strong Director of Customer Support based remotely (US EST working hours) to join their portfolio tech company My Housing Search, the Zillow of Affordable Housing.

The Director of Customer Service will direct and oversee the organizations customer service operations.

Duties/Responsibilities:

• Drafts, implements, and executes policies and procedures to facilitate a quality customer service experience.
• Establishes performance metrics for customer service representatives.
• Oversees the daily workflow of the department.
• Establishes service levels and requirements for the department.
• Develops and implements methods to record, assess, and analyze customer feedback.
• Develops and implements training and quality assurance programs for new hires and experienced employees.
• Identifies and recommends or acquires updates and expansions to technology, equipment, and policies that may improve customer service and retention.
• Acts as a liaison between the customer service department and other divisions in the company.
• Drafts and implements the departments budget.
• Performs other related duties as assigned.

Education and Experience:

• Bachelors degree required.
• 7+ years related experience required.
• 3+ years prior management experience required.

Required Skills/Abilities:

• Excellent verbal and written communication skills.
• Excellent interpersonal and customer service skills.
• Excellent organizational skills and attention to detail.
• Strong analytical and problem-solving skills.
• Strong supervisory and leadership skills.
• Proficient with Microsoft Office Suite or related software.