Senior Customer Support Leader
At Synadia, we are pioneering a new way for digital systems to connect and communicate securely, in real-time, and in any environment, whether between cloud providers, on-premise, or edge.
Customer centricity is a core value at Synadia, and this role is pivotal in reinforcing it. We seek a technical support leader with a track record of excellence in strategy development, talent management, process improvement, and experience scaling and overseeing a global team.
About the Role
- Execute Synadia’s customer support strategy to align with overall business objectives, focusing on delivering a world-class support experience.
- Collaborate with other departments, including Product, Engineering, and Sales, to ensure a seamless customer journey.
- Maintain strong knowledge of the company’s products and services
- Establish and track key performance indicators (KPIs) for the support organization, including response times, resolutions, and customer satisfaction scores.
- Recruit, lead, mentor, and develop a high-performing, highly technical customer support team.
- Foster a positive, inclusive team culture focused on continuous improvement, customer advocacy, and professional growth.
- Drive initiatives to improve customer satisfaction and loyalty, including implementing self-service resources and customer education programs.
Qualifications
- 7+ years of experience in customer support for a technology company, with at least 3 years in a leadership role
- Proven track record of leading distributed customer support teams and driving exceptional service delivery
- Strong leadership and management skills
- Track record of scaling a technical support organization
- Excellent communication, interpersonal, and conflict-resolution skills
- Deep understanding of the customer support business, including metrics, analytics, and best practices
- Experience with customer support platforms and CRM systems, with a preference for Salesforce and Zendesk expertise
- Excellent judgment and communication skills
- Technical skills a plus
Location
USA - Remote
Diversity and inclusion
Synadia is an equal opportunity employer. Our continuing policy is to recruit and employ the best-qualified individuals without regard to race, color, sex, religion, national origin, disability, age, sexual orientation, gender identity, and/or any other protected characteristic.
Apply
Please send a cover letter and resume to jobs@synadia.com
