Director of Global Customer Support
The Group
The Client Service team promotes our “smart, fast, nice” principle of delivering service. It creates, maintains, and continually improves our internal service environment and systems so client-facing team members can focus on delivering outstanding service.
The Role
The Director of Global Customer Support will develop and implement the global Customer Support strategy, in line with broader Client Service initiatives. In this role you will be the Champion of our Client Service culture of performance, employee development and process improvement. This position reports to the Global Head of Client Service and is based in our Chicago office.
Responsibilities
• Owns the end-user, contact center Client Service experience, strives to exceed desired service levels, and acts as an escalation point for client issues when necessary.
• Measures, achieves, and communicates agreed upon key performance indicators. Understands and addresses customer experience outliers in real-time.
• Partners with Talent & Culture (Human Resources) and Client Service Operations Workforce managers and team leads to ensure adequate staffing levels.
• Works cross-functionally with P&L owners, Customer Success, Sales, Operations, and Technology teams to continuously improve processes, identify best practices, and better utilize resources. Ensures Support teams follow established controls and procedures.
• Audits, evaluates, and integrates new third-party support systems as needed to inform decisions and improve employee and customer experience.
• Collaborates with Global Client Service leaders to ensure global integration and understands regional and local client service needs.
• Provides feedback to Sales and Product teams regarding potential business opportunities and product innovations, based on insights gained through service interactions with customers and analysis of support data/logs.
• Owns the identification of efficiency gains and cost cutting programs within the Support organization.
• Mentors and develops future leaders within Morningstar.
• Demonstrate and promotes strong customer advocacy.
What you will bring
• 10+ years of relevant professional experience, including 5+ years of client service experience, preferably within the finance industry.
• 10+ years of people management experience.
• 10+ years of global operations experience.
• Experience demonstrating and promoting strong customer advocacy.
• A bachelor`s degree required; MBA a plus.