Customer Success and Support Director

Join Micromart as the Customer Success and Support Director, driving exceptional service experiences for B2B clients. Your vision for support excellence will elevate brand loyalty and customer engagement.

As the Head of Customer Service and Technical Support, you will lead a 24/7 team, partnering with various departments to ensure high-quality customer interactions.

Your role will focus on optimizing processes and providing strategic insights for continuous improvement.

Key Responsibilities:

• Structure a high-impact support and service team

• Monitor ticket quality and ensure timely responses

• Innovate service processes using automation tools

• Champion customer feedback to refine support policies

• Guide crisis management during high-impact service issues

Requirements:

• 5+ years in customer service, with 2+ years in leadership

• Experience running 24/7 support operations

• Expertise in platforms like Hub Spot and Intercom

• Ability to design effective escalation protocols

• Knowledge of AI tools for customer support enhancements

Bring a high level of customer-centricity and operational excellence to Micromart's support initiatives.
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