Director of Customer Support
Michael Aaron Staffing, LLC, Dallas, TX, United States
Type:
Full-Time | W2 | Direct Hire
About the Role Our client is seeking a strategic and technical
Director of Customer Support
to lead, scale, and modernize their support and service operations. This role is critical in driving excellence across their financial and cash management automation solutions.
The ideal candidate is a
Salesforce Power User
who has successfully led CRM implementations and possesses deep expertise in
Workforce Management (WFM)
for high-volume call centers.
Key Responsibilities
Salesforce Systems Ownership:
Act as the primary business lead for implementing, maintaining, and optimizing Salesforce Service Cloud.
Workforce Management (WFM):
Own the strategy for call center staffing, including forecasting, scheduling, and real‑time management.
Team Leadership:
Lead, mentor, and scale a high‑performing team of managers across support, technical services, and success.
Operational Excellence:
Oversee support for cash management, ATM, and automation solutions.
Digital Transformation:
Implement AI, RPA, and self‑service tools to improve efficiency and CSAT.
KPI Tracking:
Drive metrics including FCR, AHT, NPS, and CSAT.
Qualifications Required
15+ years of leadership
in customer support/technical services (Fintech, ATM, or SaaS preferred).
Salesforce Expert:
Proven track record of
implementing and maintaining
Salesforce as a core support system.
WFM Mastery:
Deep experience managing Workforce Management for call centers (headcount planning/adherence).
Field & Call Center Experience:
Experience managing both remote call centers and technical field operations.
Tech-Forward:
Experience with AI, RPA, or digital transformation.
Preferred
MBA or advanced degree.
Salesforce Administrator or Service Cloud Consultant certifications.
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Full-Time | W2 | Direct Hire
About the Role Our client is seeking a strategic and technical
Director of Customer Support
to lead, scale, and modernize their support and service operations. This role is critical in driving excellence across their financial and cash management automation solutions.
The ideal candidate is a
Salesforce Power User
who has successfully led CRM implementations and possesses deep expertise in
Workforce Management (WFM)
for high-volume call centers.
Key Responsibilities
Salesforce Systems Ownership:
Act as the primary business lead for implementing, maintaining, and optimizing Salesforce Service Cloud.
Workforce Management (WFM):
Own the strategy for call center staffing, including forecasting, scheduling, and real‑time management.
Team Leadership:
Lead, mentor, and scale a high‑performing team of managers across support, technical services, and success.
Operational Excellence:
Oversee support for cash management, ATM, and automation solutions.
Digital Transformation:
Implement AI, RPA, and self‑service tools to improve efficiency and CSAT.
KPI Tracking:
Drive metrics including FCR, AHT, NPS, and CSAT.
Qualifications Required
15+ years of leadership
in customer support/technical services (Fintech, ATM, or SaaS preferred).
Salesforce Expert:
Proven track record of
implementing and maintaining
Salesforce as a core support system.
WFM Mastery:
Deep experience managing Workforce Management for call centers (headcount planning/adherence).
Field & Call Center Experience:
Experience managing both remote call centers and technical field operations.
Tech-Forward:
Experience with AI, RPA, or digital transformation.
Preferred
MBA or advanced degree.
Salesforce Administrator or Service Cloud Consultant certifications.
#J-18808-Ljbffr