Director of Research Operations & Customer Support

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 Director & 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