Director of Customer Service - Software Support

In this role, you will lead a team of 20+ software support analysts and 5+ project leaders and managers for progressive and growing commercial insurance software development firm. The primary management interface is for production application support customers. Responsibilities include: Manage team assigned to accounts to ensure quality and quantity of work performed meets customer requirements and company profit and utilization standards. Initiate and maintain communication between customers and team ensuring issues are resolved in timely and agreeable manner. Establish and ensure team meets Service Level Agreements. Develop metrics for recording and measuring effectiveness and efficiency of customer support. Rely on knowledge of both customer's processes/requirements and company's products/services. Consult with customer to identify add-on support services and sales opportunities. Recruit and develop new customer service employees.

To qualify, you must have a related degree and 7+ years of technology support/customer service experience with 3+ years at management level. A background in Customer Relations, Production Support, Help Desk, Account Management, Employee Supervision, and Department Management is required. Excellent communication skills, both oral and written, and superior interpersonal skills are essential. An understanding of insurance software is a plus specifically medical malpractice insurance or claims. Prior account management, customer service, or project management experience is also required.