Simplify Logo

Full-Time

Manager – Advanced Support Services

Updated on 7/25/2024

Dialpad

Dialpad

1,001-5,000 employees

AI-powered customer intelligence platform

Data & Analytics
Hardware
Enterprise Software
AI & Machine Learning
Consumer Goods

Senior

Remote in USA

Category
Customer Success
Customer Success & Support
Required Skills
Communications
Management
Requirements
  • Proven experience in a leadership role within a customer support or service organization, with at least 5+ years of experience.
  • Strong understanding of customer support best practices, Customer Support tools, and a proven track record in leading technical teams.
  • Excellent communication and interpersonal skills, with the ability to effectively interact with customers, team members, and senior management.
  • A strategic leader who can develop and execute initiatives to enhance the customer experience and drive business results.
  • Analytical mindset with proficiency in using data and metrics to measure performance and inform decision-making.
  • Strong industry-specific knowledge and technical skills.
  • Customer-centric mindset with a passion for delivering exceptional service and building long-term customer relationships.
  • Bachelor's degree in business administration, management, or a related field.
Responsibilities
  • Provide leadership to the Global Advanced Telephony Support Team, fostering a culture of accountability, collaboration, and innovation.
  • Develop and execute a comprehensive customer support strategy aligned with the company's goals and objectives using industry trends and best practices.
  • Recruit, train, and mentor a high-performing customer support team.
  • Collaborate with cross-functional teams to address customer feedback.
  • Drive product & process improvements.
  • Drive initiatives to enhance the overall customer experience and satisfaction.
  • Implement processes and tools to streamline customer support workflows and improve response times.
  • Establish and maintain efficient support operations, including ticket management systems, knowledge bases, and escalation procedures.
  • Monitor key performance indicators (KPIs) related to customer support, such as first response time, resolution time, and customer satisfaction scores, and take action to address any issues.
  • Optimize resource allocation and budget management to maximize the effectiveness of the customer support function.
  • Oversee the day-to-day operations of the support center, managing a team of support agents, resource allocation, training, scheduling, and ensuring the timely resolution of customer issues.
  • Drive effective escalation management.
  • Monitor key performance metrics and ensure that the team meets or exceeds established targets for customer satisfaction, response times, and issue resolution.
  • Collaborate with cross-functional teams to identify and implement strategies to enhance the overall customer experience and drive customer loyalty.

Dialpad offers a comprehensive AI-powered customer intelligence platform that integrates a suite of services like AI Contact Center, AI Sales, AI Voice, and AI Meetings with AI Messaging. This platform significantly enhances productivity, collaboration, and customer satisfaction by leveraging advanced features like real-time transcription, sentiment analysis, live coaching, predictive customer satisfaction scores (CSAT), and more. Serving over 30,000 brands and millions of users, Dialpad's platform optimizes both team and customer conversations, making it invaluable in today's data-driven business environment.

Company Stage

Series F

Total Funding

$455M

Headquarters

San Francisco, California

Founded

2011

Growth & Insights
Headcount

6 month growth

4%

1 year growth

12%

2 year growth

21%