Director of Customer Support and Operations

Nautilus Hyosung America - Irving, TX

Full-time - Senior

Irving, TX

About the position

The Director of Customer Support and Operations at Nautilus Hyosung America Inc. is a senior leadership role responsible for enhancing customer support experiences and optimizing operational processes within the Payments organization. This position focuses on delivering exceptional customer service while driving efficiency and excellence across all support channels. The director will lead a team of customer support managers and representatives, implement strategic initiatives, and advocate for customer needs within the organization.

Responsibilities

• Develop and implement strategies to enhance the customer support experience across all channels (email, phone, chat, social media)
• Lead, mentor, and inspire a team of customer support managers and representatives, fostering a culture of excellence and accountability
• Set and track KPIs for customer satisfaction, response time, and resolution efficiency
• Design and optimize workflows, tools, and processes to ensure operational efficiency
• Collaborate with cross-functional teams to align customer support initiatives with company goals
• Drive the adoption of technologies such as CRM systems, chatbots, and analytics platforms to improve efficiency and scalability
• Recruit, onboard, and develop top talent within the customer support and operations teams
• Conduct regular training and professional development programs to elevate team performance
• Lead performance reviews, provide constructive feedback, and create growth opportunities
• Develop long-term strategies for scaling customer support and operations to match business growth
• Monitor and analyze support trends, customer feedback, and operational data to identify areas for improvement
• Prepare and manage departmental budgets, ensuring cost-effectiveness without compromising quality
• Collaborate with the settlement and cash management teams to stand up best practices, process improvements, and reporting
• Lead the design, implementation, and day-to-day reporting and metrics for revenue, cost, and business operations teams
• Serve as the voice of the customer within the organization, advocating for improvements based on customer feedback

Requirements

• Bachelor's degree in Business Administration, Operations Management, or a related field (MBA preferred)
• 8+ years of experience in customer support and operations leadership roles, preferably in software or payments industries
• Proven track record of building and scaling customer support teams
• Strong understanding of customer support technologies, tools, and metrics
• Exceptional problem-solving, decision-making, and communication skills
• Experience with budget management and operational strategy development
• Ability to thrive in a fast-paced, high-growth environment