axiacore

Join our team as

Customer Support Director

Our people-first approach lets us team up with your company to understand, build, and launch a software product.

One of our core values is people-oriented, and we live up to it. We want to make sure we give the best of the best customer service you have ever had.

Our team is incredible, and they look for our customers to succeed. We are looking for someone to lead them and raise the bar.

What you'll do

  • Implement and utilize Helpdesk best practices and standardized processes to increase service capability and customer satisfaction.
  • Continuously see and act on opportunities to improve our customer service level.
  • Analyze metrics to identify trends and take corrective action (internally and with customers).
  • Act as an escalation point for high-severity customer issues that arise from within the team
  • Ensure compliance with Axiacore policies and standards.
  • Develop an in-depth understanding of the Axiacore services and tools and the needs of our client base

Responsibilities

  • Lead our customer support team.
  • Work in our team to give solutions for our clients.
  • Build and keep lasting relationships with profitable clients.
  • Hire and train our customer service team.
  • Set goals for the team and check progress.
  • Represent the voice of the customer.
  • Dealing with employee issues and consequences.
  • Handle severe and long-standing problems with customers.
  • Set the tone for a thoughtful, customer-focused environment.

Skills

  • 2+ years of experience managing a Customer Success team
  • 5+ years of management experience
  • Clear and effective communication to share your ideas.
  • Excellent collaboration skills to work with clients and multiple teams.
  • Reading Comprehension / Regular Reader.
  • Ability to learn quickly.
  • People person, fun, and likable.
  • Conflict resolution.
  • Active listening.
  • Fluent in English and Spanish.


Our purpose

To build for those who change the world.

Our values

  • Act with intention.
  • Quality over quantity.
  • Evolve or dissolve.

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