Director of Research Operations & Customer Support Mindtech is your gateway to exciting and impactful tech projects. We specialize in end-to-end software outsourcing, linking Latin American talent with global opportunities. Our fast, cost-effective approach ensures that our clients receive exceptional service and innovative solutions. With a diverse team of over 70 skilled professionals across Latin America and the US, we are committed to delivering software that drives success.
Position Overview: The Director of Research Operations & Customer Support will be responsible for the strategic oversight and management of our research operations while simultaneously ensuring exceptional customer support. This dual-role requires a blend of analytical and managerial skills, with a focus on optimizing research processes and enhancing the customer experience. The ideal candidate will be a strategic thinker, an effective operational leader, and a skilled communicator who can navigate the complexities of both research and customer service domains.
Key Responsibilities: Research Operations Management: Develop and implement operational planning that aligns with organizational goals and objectives. Document, manage and streamline research and operations processes to improve efficiency, accuracy, and effectiveness. Oversee the planning, execution, and completion of research projects, ensuring adherence to timelines and budgets. Manage and mentor the research operations team, fostering a collaborative and productive work environment. Ensure the integrity and security of research data, implementing best practices for data collection, analysis, and reporting. Liaise with internal and external stakeholders to ensure research needs are met and expectations are managed. Oversee relationship with panels providing research participants, billing, and reporting. Customer Support Management: Customer Experience: Develop and implement customer support strategies that enhance customer satisfaction and loyalty. Team Supervision: Lead and support the customer support team, ensuring high-quality service and prompt resolution of customer inquiries and issues. Training & Development: Design and deliver training programs for customer support staff to improve service skills and product knowledge. Performance Metrics: Monitor and analyze customer support and research operations metrics to identify trends, areas for improvement, and opportunities for innovation. Feedback Integration: Gather and utilize customer feedback to drive continuous improvement in products, services, and support processes. Issue Resolution: Handle complex or escalated customer issues with professionalism and efficiency, ensuring satisfactory outcomes. Desired Skills & Qualifications: Bachelor's degree in Business Administration, Research, Customer Service Management, or a related field. Advanced degree preferred. Minimum of 5 years of experience in operations management and/or customer support operations with a proven track record of success. Ideally at least 2 years' experience in research operations. Familiarity with research tools, data analysis software, and customer support platforms such as Zendesk, Hubspot Service Hub (e.g., CRM systems).
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