Buffini & Company

Director

• Lead and develop a high-performing Support team
• Shape the vision, technology, and processes for scalable, efficient service
• Establish and maintain the support experience and tool stack strategy and roadmap
• Define and implement experience standards across all support channels
• Review support tools quarterly and optimize systems and workflows
• Translate Member feedback and inquiry trends into measurable improvements
• Oversee daily support operations, coverage, and core business initiatives
• Drive Member satisfaction, service-level performance, timely responses, and efficient ticket resolution
• Resolve escalations with clear ownership and proactive Member communication
• Streamline workflows and improve operational efficiency
• Coach the team on efficient phone support and reduce call wrap-up time
• Conduct workflow observations and improve use of Pilot AI and macros
• Launch automated self-service chat support
• Develop and maintain the Buffini Support Help Center Knowledgebase in Zendesk
• Establish knowledge content ownership, accuracy standards, and review cycles
• Recruit, coach, develop, and retain Client Care team members
• Conduct biweekly individual meetings and maintain balanced workloads
• Design and implement monthly quality assurance evaluations across phone, chat, and email
• Complete annual performance and compensation reviews
• Set and achieve quarterly SMART goals and personal development goals

Explore Director of Support at Buffini & Company. Review requirements and application details.