27 days old

Director of Support

Motionpoint Corp
Coconut Creek, FL 33073
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About MotionPoint:

At MotionPoint were on a mission - to create understanding through language. Our leading translation platform technology, services delivery, together with our expertise in language and digital/web platforms, allow our customers to not only build and grow their global businesses, but do so in a turnkey manner so they can focus on other key digital business priorities. Because of that weve earned numerous honors and top rankings for our technology, organization, and talent. Our culture is purpose-built to be customer first, and we offer flexible work arrangements to help our people manage their personal and professional lives in a way that works for them. If youre ready to work with a team that makes a difference in the world every day, lets talk.

MotionPoints Director of Customer Support is a key contributor to MotionPoints world-class service delivery ambitions. She/He boosts customer retention by ensuring that MotionPoints Global Customer Support function is staffed 24x7x365 and our team is continuously coached and motivated to exceed our customers expectations as well as our Key Performance Indicators (KPIs). She/He strives to make customers love working with MotionPoint by ensuring requests are responded to promptly, evaluated & prioritized correctly, resolved efficiently, and communicated effectively to customers.

MotionPoints Director of Customer Support takes great pride in delighting MotionPoints portfolio of customers. Our work environment is dynamic, innovative, and entrepreneurial. We have a results-oriented culture that demands intelligence, teamwork, and follow-through.

What Youll Work On:

  • Build, train and lead a team of talented Customer Support Analysts that work in Coconut Creek, FL and Madrid, Spain.
  • Effectively creates & revises Support Team processes to increase efficiency & effectiveness.
  • Collaborates with others to improve & approve cross-departmental processes.
  • Coaches & motivates Support Team Analysts to effectively resolve customer requests and achieve our KPIs.
  • Ensures MotionPoint customer requests are effectively monitored 24x7x365.
  • As Product Owner, effectively drives the ongoing enhancement of the MotionPortal customer ticketing system.
  • Exhibits superior judgement and understanding of customer goals and communicates this effectively.
  • Establishes & communicates clear and achievable objectives to Support Team Analysts.
  • Fosters ongoing customer support relationships that increase customer retention.
  • Resolves conflict quickly to keep the Service Delivery team functioning at a high level.
  • Manages a customer feedback mechanism to gauge Customer Satisfaction and respond to issues.
  • Proactively communicates with affected customers in the event of an outage or other event.
  • Creates Incident Reports to identify and address the root causes of service delivery errors.
  • Embodies MotionPoint's mantra "We work hard to make it easy."

What Skills & Experience Youll Bring:

  • 5+ years of experience in customer support, account management, project management or equivalent.
  • Experienced interfacing with a diverse clientele within large organizations.
  • Experienced working across functions.
  • Inspiring and motivating in the role of team leader.
  • Comfortable managing multiple tasks simultaneously.
  • Excellent communication and presentation skills (both written and spoken).
  • Able to articulate complex issues in an understandable way.
  • Analytical and detail-oriented.
  • Excellent organizational and prioritization skills.
  • Bachelors degree or equivalent experience.
  • Passionate about his or her work.
  • South Florida resident

Why Join Our Team:

  • Big brand bragging rights. You'll be working with very recognizable companies (from Fortune 50 logos to up-and-coming brands) that are sure to impress friends and family.
  • Diverse, Inclusive, and Energetic team atmosphere. You'll be alongside a group of deeply supportive and diverse colleagues combined with highly approachable open-door/open-book managers that treat you like a person, not a cog.
  • Career Stability and Growth. Many team members have been at MotionPoint for more than a decade because they really love our commitment to culture and improving our platform, processes and people, every day. We love our internal talent, and career advancement opportunities both within and outside hired departments are available. We run our business and manage performance with a growth mindset.
  • Mental, Physical, and Financial Health. Among MotionPoint's offerings are a remote-first hybrid work model, flexible PTO, 10 paid holidays, paid parental bonding leave, gym membership reimbursement, free Employee Assistance Programs, robust medical/dental/vision plans, and 401(k) with immediate vesting and up to 4% employer match, to name a few!

Visit us at https://www.motionpoint.com/company/careers/ for more information about MotionPoint and the opportunities to join our team.


Posted: 2022-11-07 Expires: 2022-12-09

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Director of Support

Motionpoint Corp
Coconut Creek, FL 33073

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