Director, Technical Customer Care

📋 Description

• Oversee and lead the Tier 1 Technical Customer Care organization in the Bloomington, MN contact
• Ensure consistent, documented application of QA standards and performance expectations, including
• Develop and execute a support strategy that drives operational excellence through clear KPIs
• Drive process and technology optimization initiatives that enhance efficiency, quality, and
• Execute and operationalize the defined Technical Customer Care strategy, ensuring alignment between
• Operationalize AI-enabled service tools and workflows to improve efficiency, service quality, and

🎯 Requirements

• 10+ years of leadership experience in high-volume contact center or technical support environments
• Minimum 5 years managing teams that support customers using complex software products in a SaaS
• Extensive experience leading multi-channel call center operations, including phone, ticket, chat
• Experience with healthcare software platforms, ideally including HHAeXchange applications and
• Strong proficiency with Microsoft Windows environments and remote troubleshooting tools.
• Understanding of AI-enabled call center technologies such as virtual assistants and agent-assist

🎁 Benefits

• Competitive health plans
• Paid time-off
• Company paid holidays
• 401K retirement program with a Company elected match
• Other company sponsored programs