Director, Customer Support Goal Examples

Try in app link

Become a Revenue Generating Department

Create and launch a paid service offering to accelerated revenue growth.

• Develop and launch a paid service offering within 6 months
• Achieve a minimum of $50,000 in revenue from paid service offering within the first year
• Increase customer satisfaction on paid accounts by at least 25% as measured by customer surveys and NPS scores
• Achieve a minimum of 40% customer adoption of paid service offering within the first year

Try in app link

Establish ROE for Bug Resolution

Set up process and communication improvements with product organization related to bugs.

• Increase customer satisfaction with bug resolution by 10% within 6 months.
• Improve collaboration with weekly product and support meeting focused on top reported bugs
• Implement a new bug tracking and resolution process and train all relevant teams on its use within 3 months
• Achieve a 90% resolution rate for customer-reported bugs within 6 months

Try in app link

Reduce Time to Resolution

Evaluated and remove barriers and hand offs impeding fast case resolution.

• Increase first response time to customer inquiries by 25%
• Reduce average resolution time for customer cases by 30%
• Implement a streamlined process for identifying and addressing common issues impacting customer satisfaction
• Reduce number of escalated customer cases by 20%

Try in app link

Improve Time To First Response

Establish process and systems that provide immediate and high quality first response to inbound requests.

• Reduce average time to first response from 24 hours to 4 hours by implementing automated triage and routing systems
• Increase first response resolution rate from 50% to 75% by implementing a knowledge base and training support agents on common customer issues.
• Increase customer satisfaction with first response experience from 3.5 to 4.5 on a 5-point scale by implementing personalized and empathetic communication protocols
• Develop and implement a training program for new support agents on best practices for providing high-quality, timely first responses to customer inquiries by the end the quarter.