Director of Customer Support (Saas)

Confidential Company  •  Frisco, TX

8 - 10 years experience  •  Software

$103K - $115K ($90K - $100K base + 15%)
Posted on 08/08/17 by Melissa Scheidt-Scofield
Confidential Company
Frisco, TX
8 - 10 years experience
$103K - $115K
($90K - $100K base + 15%)
Posted on 08/08/17 Melissa Scheidt-Scofield

The Director of Customer Support position is responsible for maintaining effective customer service for all Blue Star Sports customers by utilizing excellent, in-depth knowledge of company products. You will . manage call center personnel in different locations to ensure all teams are following the appropriate procedures, service level agreements, etc.

Essential Duties and Responsibilities

  • Partners with the management team to align customer service department policies and systems with the company's objectives.
  • Oversees customer issues and ensure effective and long-term problem resolution.
  • Develops and implements procedures pertinent to the effective and efficient operation of the Customer Service Department.
  • Monitors programs and procedures to ensure on-time delivery and customer satisfaction.
  • Maintains in-depth working knowledge of Blue Star Sports systems and processes.
  • Sets performance standards to meet service goals of company.
  • Coaches Customer Service Team in order to achieve high performance.
  • Structures the training agenda for department members.
  • Measures Customer Service Representatives’ performance and makes employment decisions.
  • Provides feedback to the company regarding service failures or customer concerns.
  • Provides feedback to Operations team to ensure all customers have accurate and timely information on status and/or changes.
  • Works continually towards self-development to stay current on customer service, sales and supervisory procedures & practices.
  • Assists Customer Service Representatives in troubleshooting issues that require escalation.
  • Responds to customer inquiries and problem solving in a professional and effective fashion.
  • Acts as a resource in resolving customer issues brought to the Department by utilizing excellent Company XYZ process knowledge and strong skills in negotiating and selling.
  • Performs other related duties as assigned.


  • Bachelor’s Degree, preferably in business or related field
  • 7-10years in Customer Service with technology or software
  • Intermediate to advanced skills in Microsoft Office Suite (specifically: Word, Excel, PowerPoint, Outlook)
  • Demonstrated ability to prioritize and manage multiple tasks
  • Utilizing highly developed communication skills, including both excellent verbal skills and accurate written communication
  • Is persistent in overcoming challenges to accomplish goals
  • Awareness of the larger business conditions that will impact day-to-day work
  • Ideal candidates would demonstrate an ability to making a difference daily, upholding commitments, being curious for knowledge, speaking up and sparking innovation
  • Ability to work constructively in a fast-paced, collaborative, matrixed team environment
  • Strong work ethic and passion for excellence
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