Overview
Director of the Support and Assistance Office Jobs in Eastern, Saudi Arabia at Confidential Government
Title: Director of the Support and Assistance Office
Company: Confidential Government
Location: Eastern, Saudi Arabia
Job Overview:
The Director of the Support and Assistance Office (SAO) is responsible for overseeing the operations and strategic direction of the office, ensuring the effective delivery of support and assistance services to internal teams, clients, or customers. This position involves managing a team of support professionals, developing policies and procedures, and collaborating with other departments to ensure efficient, timely, and accurate assistance in line with organizational goals.
Key Responsibilities:
Lead, manage, and inspire the Support and Assistance team to provide exceptional service to clients, customers, or internal teams.
Develop, implement, and maintain processes and systems that improve the overall efficiency and effectiveness of the Support and Assistance Office.
Ensure the timely resolution of customer issues, inquiries, or support requests, tracking progress and providing follow-up.
Collaborate with other departments (e.g., HR, IT, Operations) to ensure integrated support services.
Establish and enforce best practices for customer service, troubleshooting, and resolution.
Create training programs for staff to enhance their problem-solving skills and technical knowledge.
Monitor and analyze performance metrics (e.g., response times, satisfaction rates) to identify areas of improvement.
Prepare and present reports to senior management regarding the performance of the support office, including key metrics and customer feedback.
Work with stakeholders to identify ongoing customer needs, product issues, and necessary changes to improve service delivery.
Manage escalated issues or cases that require higher-level intervention.
Ensure compliance with organizational policies, legal requirements, and industry standards.
Develop and manage the office’s budget, ensuring resources are allocated effectively.
Foster a customer-centric culture within the organization.
Qualifications:
Bachelor’s degree in Business Administration, Information Technology, or related field. Master’s degree is a plus.
7-10 years of experience in support or customer service management, with at least 5 years in a leadership role.
Proven experience in developing and implementing support processes and managing teams.
Strong analytical and problem-solving skills with the ability to use data to drive decisions.
Excellent interpersonal and communication skills, both written and verbal.
Ability to work under pressure and manage multiple priorities.
Knowledge of support technologies, CRM systems, and ticketing systems.
Strong leadership and mentoring skills, with experience in building high-performing teams.
A passion for customer service and a commitment to creating a positive experience.
