Director, Client Support

IN SUMMARY...

As part of the Client Services leadership team, the Director, Client Support you will help drive key strategic decisions to improve the 24 x 7 technical support experience and help scale our team.

You will join an environment that favors agility, initiative, and creative thinking. We genuinely love what we do and are looking for you who share this passion. Come work with us in a dynamic environment in which you'll use your passion, technical experience, and strong problem-solving skills.

WHAT YOU WILL DO...

• Lead and manage a team of support representatives to provide exceptional customer support
• Build and scale a world-class client support organization
• Define and execute support strategy across all player touchpoints, ensuring consistency and quality
• Implement tools, automation, and processes to improve efficiency, scalability, and self-service options
• Track and optimize KPIs to drive continuous improvement
• Oversee sensitive cases and escalations to ensure the highest level of client satisfaction is achieved
• Collaborate closely with product team to deliver solutions and work-arounds that meet our client's needs
• Lead the team through organizational initiatives and departmental change, ensuring smooth adoption, communication, and alignment across stakeholders.
• Provide regular coaching, feedback, and training sessions to support team members, ensuring they meet performance objectives and stay updated with the latest technologies.
• Work closely with engineering, product development, and sales teams to relay customer feedback, resolve recurring issues, and enhance product offerings.
• Ensure that support documentation is up-to-date, comprehensive, and accessible, creating and maintaining a knowledge base for internal and external stakeholders.
• Ensure that all team members are meeting or exceeding the required SLAs, prioritizing cases appropriately to maintain high standards of customer service.
• Conduct root cause analysis on significant incidents or recurring issues, including networking-related outages, delivering comprehensive post-incident reports and recommending preventive measures.

BACKGROUND AND SKILLS YOU WILL BRING...

SUCCESS LOOKS LIKE...

HOW WE INVEST IN YOU...

Generous employer sponsored subsidy towards employee's medical insurance premiums

Azalea Health's EEO Statement

Azalea Health is an Equal Opportunity Employer committed to creating a diverse and inclusive workforce where our employees excel based on merit, qualifications, knowledge, ability, and job performance. We embrace and encourage our employees' differences in age, color, disability, ethnicity, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion, sexual orientation, socioeconomic status, veteran status, and any other characteristics protected by federal, state, and local laws that make our employees unique.