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Director Of Customer Support
Company | Karbon |
Address | Philadelphia, PA, United States |
Employment type | PART_TIME |
Salary | |
Category | Software Development |
Expires | 2023-07-06 |
Posted at | 11 months ago |
About Karbon
- Drive quality and consistency in all customer support interactions and activities by setting clear accountable performance measures
- Manage to targeted first touch response, resolution and overall customer communications to ensure highest level of Customer Satisfaction
- Recruit and build a team of dedicated support specialists to meet our growing business
- Create a continuous improvement culture that advances the people, processes and technology to deliver higher performance and productivity
- Champion the Voice of the Customer by managing NPS, customer insights/themes and feedback with relevant teams such as product development and go-to-market teams
- Develop and grow a world-class customer support model that enables and directly drives customer satisfaction, adoption and confidence in use of the Karbon platform
- Provide continuous feedback, coaching, training, and development assistance to your team to foster ongoing growth while upholding their status as experts in our software
- Build tech stack and reporting capabilities to maximize operational efficiencies and exceed SLAs
- Maintain and enhance our brand as a trusted advisor to our customers, drive innovation and accountability to consistently exceed customer expectations.
- Develop and implement support framework and process aligning with the company's overall goals and objectives and deliver a world class customer support experience while maintaining costs
- Design and evolve our support motion to meet the needs of the Karbon account segments
- Work closely with Product and Engineering to prioritize key investments to reduce volume, simplify troubleshooting, and speed up resolution and analysis of defects
- Proven ability to create and embody a raving fans culture that delights customers and employees in innovative ways
- Ability to adapt and succeed in a changing environment
- Excellent problem-solving skills, with the ability to analyze data and identify areas for improvement. Involves critical thinking, creativity, and logic to evaluate and determine best course of action
- Proven track record of exceeding targets, KPI’s, SLA’s, in a compliant, quality-driven setting
- Demonstrated ability to develop and maintain C-level relationships
- A high level of attention to detail and accuracy, particularly when processing customer information or transaction
- Strong project management skills with the ability to prioritize tasks and manage multiple projects simultaneously
- 6+ years of experience building and managing high performing technical support teams in a multi-geo and/or virtual environment
- Proficiency working with globally distributed teams and remote Product and Engineering organizations while driving successful outcomes across multiple time zones
- Polished and effective communicator with strong executive presentation skills.
- Experience in live channel support, including chat-based support, to help end users real-time while balancing first touch response and cost efficiency
- 3+ years in a SaaS based organization with demonstrable achievements in end-user support that enables adoption and use of the software
- Experience scaling a fast growing SaaS business
- Previous B2B SaaS and enterprise software experience
- Flexible Time Off with an encouraged 4 weeks use per year
- Work-from-home stipend
- 401(k) with company matching
- Paid dental and vision and eligible spouse/partner
- Work with (and learn from) an experienced, high-performing team
- Flexible Spending Account
- Strong benefits package including:
- The salary range for this role is between $110,000 - $130,000
- Gain global experience across USA, Australia, New Zealand, UK, and Canada
- Be part of a fast-growing company that firmly believes in promoting high performers from within
- Company paid medical for you and eligible spouse/partner
- A collaborative, team-oriented culture that embraces diversity invests in development, and provides consistent feedback
- 8 weeks paid parental leave
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