Data-Driven Support Operations Director

2 days ago


Cebu City, Central Visayas, Philippines Novelship Pte Ltd Full time

We're seeking a seasoned Data-Driven Support Operations Director to join our team at Novelship Pte Ltd. As the ideal candidate, you will lead our support operations, leveraging your expertise in data analysis and AI-driven solutions to deliver exceptional customer experiences.

Job Description

The Data-Driven Support Operations Director will be responsible for monitoring and analyzing key customer support metrics, refining AI-generated responses, and developing data-informed strategies to improve customer experience and reduce response times.

Key Responsibilities
  • Monitor and analyze key customer support metrics to drive data-informed decision-making and identify opportunities for improvement.

  • Refine AI-generated responses based on customer interactions and feedback to ensure high-quality support.

  • Develop and implement data-informed strategies to improve customer experience and reduce response times.

Requirements
  • Minimum 2 years in a customer service or support leadership role, preferably in e-commerce.

  • AI & Tech Savvy: Comfortable working with AI-driven support tools, helpdesk platforms, and knowledge management systems.

  • Data-Driven: Ability to analyze customer service metrics and translate insights into action.

  • Communication & Training Skills: Strong written and verbal communication skills, with experience training and mentoring teams.

  • Problem-Solving Mindset: Proactive in identifying issues and implementing solutions to enhance efficiency.

  • Customer-Centric Approach: Passion for delivering a seamless and positive customer experience.

We're committed to delivering exceptional customer experiences through innovative use of AI and data analysis. If you share our passion, we'd love to hear from you.



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