Skillsoft
Customer Operations Director
MexicoRemotePosted 20 days ago
Full TimeExecutiveRemoteMX
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Job Description
At Skillsoft, we believe skills fuel growth. Our mission is to empower every organization and every learner to turn constant change into continuous growth. As part of the team, your skills will help o
Key Highlights
- Oversee the end-to-end customer support journey for global teams, ensuring seamless service delivery across North America, Europe, the Middle East, and India.
- Manage teams that support both internal and external customers directly, covering transactional demand and contact centre demand.
- Utilize Customer Relationship Management Systems (CRMS) and various inbound communication channels such as Email, Webforms, Phone calls, and internal Tickets to create service that are easy to use for our customers
- Develop and implement strategies to enhance customer satisfaction and operational efficiency whilst owning process change and process governance for your areas
- Constantly identify waste and COPQ (Cost of Poor Quality) in process that drive traffic and effort
Qualifications
Preferred Qualifications
- Experience in the training or education outsourcing industry
- Familiarity with customer support best practices and industry standards
- Experience with process improvement methodologies such as Lean or Six Sigma
- Multilingual capabilities, particularly in languages relevant to the regions supported
About the Company
Skillsoft
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Job Details
Employment Type
Full Time
Experience Level
Executive
Location
Mexico
Work Mode
Remote
Posted
20 days ago
Country
MX