As the Senior Director, Customer Support, you will drive the end-to-end support experience for all our partner's customers. Customer Support is a key differentiator for our business and plays an integral role in how we serve and retain them! You’ll define and build a support model to delight all tiers of customers and provide a best-in-class support experience. You’ll advocate for the voice of the customer and bring those voices into strategy and planning conversations at the executive level. You will build and lead a high performing, highly engaged support team that is passionate about helping customers and advancing our partner's mission.

Our ideal candidate is a Customer Experience visionary, a skilled leader and operator, and has scaled world-class support teams through rapid growth. This candidate is also intuitively familiar with the foundations of Customer Support - building and enhancing omni channel support systems, delivering on SLAs and efficiency goals, and building support into a brand differentiator that improves customer retention. Most importantly, this candidate is wired toward developing delightful customer experiences. This role will require periodic travel to connect with teams across different business office locations, but can be located anywhere in the US.

Responsibilities:

Define a delightful customer support experience, and the strategy to support it.

Build and manage all aspects of our partner's rapidly scaling Customer Support teams across our San Francisco, Denver, Orlando, and remote locations.

Develop innovative strategies and solutions; get executive buy-in; and execute on topics such as support systems infrastructure, support service design, automation technologies, and premium support models.

Leverage data science and analytics to identify which support touchpoints improve retention, and develop proactive support models to address.

Drive efforts with product, engineering, marketing, and revenue teams to streamline post-sale Support and improve the customer experience at scale.

Deliver on the basics: establish, measure and monitor customer support KPIs, track team goals, and drive operational efficiency.

Collaborate with Marketing, Sales, Customer Success, Finance and Engineering teams to improve customer experience.

What you bring:

10+ years of leadership experience in an organization with a strong brand of outstanding customer service.

7+ years of directly managing a high growth Customer Support organization, preferably in B2B.

Have grown Support teams to 100+ reps in a multi-channel environment and have direct experience building the infrastructure, systems, and teams.

Measurable track record of driving customer experience impact through support; operational excellence around tying support KPIs to company goals.

Ability to build and scale foundational support processes, as well as deep familiarity with setting up support operations (software, tools, content/training, quality assurance).

Experience building outsourced, global, and distributed remote support teams.

Proven track record of working with product, engineering, and data science teams to improve the customer experience with new technologies (AI, ML, NLP, etc.).

Creative, analytical and results-driven orientation, demonstrated through the ability to draw conclusions, themes, and trends from data analysis, make recommendations on findings and communicate results effectively.

Experience driving long term business planning and strategy setting at the executive leadership level.

What you get:

A fast-paced and collaborative environment

Learning and development allowance

Competitive compensation and opportunity for advancement

100% medical, dental and vision coverage

Unlimited PTO policy

Monthly wellness stipend, home office stipend