Global Customer Service Director

Global Customer Service Director

Requirements

• Ability to inspire, guide, and motivate a global team, fostering a high-performance culture.
• Deep understanding of customer journey mapping, CS strategy and service design to deliver excellent service and create long-lasting customer relationships.
• Proven experience in managing customer service ticketing systems, SOP development and process improvement.
• Experience in leading teams through transformations and technology implementation.
• Excellent problem-solving ability and track record of successfully resolving complex customer issues.
• Familiarity with customer contract management, warranties and billing processes.
• Exceptional communication, interpersonal and conflict-resolution skills.
• Adept at setting and acting on longer term vision.
• Willingness to work as a team player.
• Quality driven
• “Figure It Out” skills
• Appreciates diversity; an ability to positively resolve issues arising from different cultures.

Responsibilities

• Define and implement a global customer service strategy that delivers a consistent customer experience before, during and after service delivery.
• Develop clear goals, KPIs for teams to measure and enhance performance and customer satisfaction.
• Lead and guide a global team, ensuring alignment in vision, communication and performance across regions and products including the integration of two separate, nascent service teams today along with the incorporation of future product offerings into support models.
• Develop, manage, deploy customer standard training, onboarding and enterprise selling process including training materials and troubleshooting mechanisms.
• Design, implement and maintain scalable global SOPs for customer service processes, ensuring consistency and quality across all customer interactions.
• Oversee the development and use of a customer service ticketing system to ensure timely, effective issue resolution and escalation processes are in place.
• Design and deploy an issue resolution and escalation process.
• Manage scheduling for customer service teams to ensure optimal staffing levels for all shifts, geographies and service channels.
• Create, implement and maintain the ability to interpret data, identify trends and develop actionable insights.
• Assess current tools, workflows and process to identify improvements to drive more use and traction.
• Identify opportunities to integrate new automation tools, collaborate with IT and product teams to implement tools that enhances service delivery and reduce manual effort.
• Lead the consistent adoption and optimization of vytelle.io to enhance customer experience across all product lines.
• Integrate customer service with sales and marketing efforts to identify, qualify, and pass high-quality leads to the sales team.
• Implement systems for tracking and nurturing leads that come through customer interactions in HubSpot.
• Train customer service teams to identify upselling or cross-selling opportunities during interactions.
• Support the customer contract management process by ensuring contracts and service agreements are properly categorized, referenced and deployed when required Lead efforts to ensure clear communication and management of warranty claims, resolving customer concerns related to product or service defects.
• Collaborate with finance team to ensure accurate invoicing, timely payments, and resolution of billing disputes.
• Monitor billing workflows and processes to ensure they align with company standards and customer expectations.
• Lead and mentor a team of customer service professionals, fostering a culture of accountability, performance excellence and continuous improvement.
• Build a team culture focused on leading a global customer experience proactively driven to retain and increase new customers, deliver repeat users and expand enterprise technology use, rather than one focused on reactive problem resolution.
• Provide ongoing coaching and development opportunities to team members to improve skills, knowledge and customer interactions.
• Develop and monitor key performance indicators (KPIs) for the customer service team.
• Report regularly on departmental performance to senior leadership, highlighting successes and areas for improvement.
• Work closely with other departments, including sales, product and operations to align customer service strategies with overall business goals.
• Act as a liaison between customers and internal teams to ensure feedback is incorporated into product and service improvements.

Preferred Qualifications

• Bachelor’s degree in business administration, communication, marketing or related fields, Masters degree preferred.
• 5 years’ experience in customer service or operations leadership role, preferably in high-volume, fast-paced environment.
• 3+ years of experience in the agriculture sector required, with a strong preference for background in livestock production, animal health, or agricultural technology. Understanding of the challenges and seasonality of the industry is essential to support our global customer base effectively.
• Deep knowledge of bovine reproduction, IVF procedures and livestock breeding preferred.
• Proficient PC skills including internet and Microsoft Office suite of products.
• Proficient in the use and deployment of CRMs ideally HubSpot. Help Desk and Ticketing systems, automation and workflow tools to drive process and automation.