Director Customer Support Jobs

Who We Are

E-SMART develops and manufactures innovative ADAS solutions that increase the safety of fleet vehicles. E-SMART helps set new safety standards with Intelligent Speed Adaptation. This solution determines vehicle location in real time to actively manage the maximum speed the vehicle can attain in the respective posted speed zone. Along with its other safety features, namely, Low Bridge Collision Prevention, Active Geofencing, Remote Vehicle Immobilization, and Telematics Integration. E-SMART leads the way in reducing the number of collisions on our roadways.

About the Role

The Director of Customer Support is responsible for overseeing all customer service operations and providing the highest quality of customer service to our clients. The Director of Customer Support will be responsible for developing and implementing customer service strategies that enhance customer satisfaction. The Director of Customer Support will be the point of contact for clients and will provide guidance and support to the customer service team.

The ideal candidate will have 5+ years of customer service experience in the trucking industry, with a strong emphasis on customer satisfaction and customer retention. The Director of Customer Support must have excellent communication skills and be able to quickly resolve customer issues. The Director must also have the ability to develop innovative customer service strategies that will improve customer experiences.

Essential Responsibilities

• Developing and implementing training programs to ensure that the customer service team is knowledgeable and up to date on industry best practices.
• Developing customer service strategies with a focus on customer satisfaction and retention.
• Analyzing customer feedback to identify areas of improvement.
• Collaborating with other departments to ensure that customer service requests are fulfilled in a timely manner
• Responding to customer inquiries in a timely manner and providing solutions to customer problems.
• Managing the customer service team and ensuring that customer service goals are met.

Experience

• Strong presentation, interpersonal, and communication skills
• Proficiency with Salesforce.com, Google Suite, Zoom
• Experience in Transportation preferred.
• Thrives in a fast-growing environment, comfortable with wearing multiple hats.
• 5+ years experience in customer support management
• Detail oriented, self-disciplined, energetic, looking for a career with purpose.
• Bachelor’s degree preferred.

E-SMART Benefits Highlights

The company offers various benefits to regular, full-time employees including:

· Good work-life balance (including flexible work schedule and hybrid remote work options)

· Group insurance upon hire

· Personal days

· On-Site Gym

· Basketball court

· Free parking with electric car chargers

· Easily accessible by public transportation

· Social activities within the company

· Unlimited Nespresso and tea