Director of Support
Greater Boston Area
The Director of Support is responsible for ensuring that Bevi’s end customers, partners, and internal team receive quality, effective, and timely responses to their inquiries and questions. Reporting to the Senior Director of Service Operations, the Director of Support leads several teams encompassing support, training, and documentation, and coordinates cross-functional support responses and materials from throughout Bevi. The Director of Support ensures that responses adhere to internal and external SLAs, and simultaneously continuously develops and improves materials, process, and tools to make Bevi’s support function more effective and efficient. Performance is measured through KPIs including response and resolution time, and internal and external customer satisfaction.