Director, Customer Support Operations

In your role as the Director, Customer Support Operations at our company, you will be responsible for leading the customer support operations in India. Your primary focus will be on the day-to-day management of the support function, implementing processes and systems, and ensuring high-quality service delivery while optimizing operational costs.The Student Advocacy Team (SAT) is a B2C support organization within our company that aims to provide the best customer care to Chegg customers when our products or services do not meet their expectations. We prioritize quality, transparency, simplicity, and convenience to offer help when and where needed.Your responsibilities will include managing the daily operations of our customer support and quality assurance teams, which involves tasks such as hiring, training, and development. You will need to implement standard operating procedures and quality frameworks to ensure consistent service delivery. Leading the adoption and utilization of support systems and tools, including our omnichannel platform and quality monitoring solutions, will also be part of your role.To track team performance and identify improvement opportunities, you will develop and monitor key performance indicators. Your experience in building and managing quality assurance functions in customer support environments will be valuable. Additionally, you will manage relationships with BPO partners to ensure service level agreements are met and conduct data analysis using SQL, data visualization tools, and text analytics to generate actionable insights.Managing team capacity and scheduling to meet fluctuating support demands, preparing and managing departmental budgets and forecasts, and ensuring a high level of service delivery will also be crucial aspects of your role. You should have at least 10 years of experience in customer support operations, with 3-5 years in management roles, and a Bachelor's degree in business, operations management, or a related field. Excellent English communication skills, both written and verbal, are required.Preferred experience includes knowledge of EdTech or subscription-based business models, experience with AI-based support solutions, and familiarity with process improvement methodologies such as Lean or Six Sigma. An MBA or related advanced degree, along with an understanding of global support operations and best practices, will be advantageous.Chegg is a renowned platform that helps millions of learners worldwide achieve their educational goals with confidence. Our personalized learning assistant utilizes artificial intelligence, proprietary content, and a wealth of learning insights to provide 24/7 on-demand support across various learning styles and levels., .