Director Of Customer Support

About Karbon

Karbon is the global leader in practice management software for growth-minded accounting firms. We provide an award-winning, highly collaborative cloud platform that streamlines work and communication, enabling the average accounting firm using Karbon to save 16 hours per week, per employee.

We have customers in 28 countries and have grown into a globally distributed team, with our people based throughout the US, Australia, New Zealand, Canada and the United Kingdom. We are well-funded, ranked #1 on G2, have a fantastic team culture, are growing rapidly, and making a global impact.

The Role

As our Director of Support, you will be responsible for managing and leading a global team of support professionals, ensuring delivery of SLAs, operational efficiencies and process improvements, while providing exceptional customer service. You will also be responsible for owning the customer support framework and setting and maintaining standards for customer support and engagement, as well as collaborating with cross-functional teams to ensure the successful adoption of our software.

Key Responsibilities

• Build tech stack and reporting capabilities to maximize operational efficiencies and exceed SLAs
• 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
• Work closely with Product and Engineering to prioritize key investments to reduce volume, simplify troubleshooting, and speed up resolution and analysis of defects
• Provide continuous feedback, coaching, training, and development assistance to your team to foster ongoing growth while upholding their status as experts in our software
• 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
• Create a continuous improvement culture that advances the people, processes and technology to deliver higher performance and productivity
• Drive quality and consistency in all customer support interactions and activities by setting clear accountable performance measures
• Recruit and build a team of dedicated support specialists to meet our growing business
• 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
• Manage to targeted first touch response, resolution and overall customer communications to ensure highest level of Customer Satisfaction
• Maintain and enhance our brand as a trusted advisor to our customers, drive innovation and accountability to consistently exceed customer expectations.
• Design and evolve our support motion to meet the needs of the Karbon account segments

Experience And Qualifications

• A high level of attention to detail and accuracy, particularly when processing customer information or transaction
• 6+ years of experience building and managing high performing technical support teams in a multi-geo and/or virtual environment
• Proven track record of exceeding targets, KPI’s, SLA’s, in a compliant, quality-driven setting
• 3+ years in a SaaS based organization with demonstrable achievements in end-user support that enables adoption and use of the software
• Demonstrated ability to develop and maintain C-level relationships
• Proficiency working with globally distributed teams and remote Product and Engineering organizations while driving successful outcomes across multiple time zones
• Strong project management skills with the ability to prioritize tasks and manage multiple projects simultaneously
• Experience scaling a fast growing SaaS business
• Ability to adapt and succeed in a changing environment
• 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
• Proven ability to create and embody a raving fans culture that delights customers and employees in innovative ways
• Previous B2B SaaS and enterprise software experience
• 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

Why work with us?

• Strong benefits package including:
• The salary range for this role is between $110,000 - $130,000
• 8 weeks paid parental leave
• Be part of a fast-growing company that firmly believes in promoting high performers from within
• Flexible Spending Account
• Work with (and learn from) an experienced, high-performing team
• 401(k) with company matching
• Flexible Time Off with an encouraged 4 weeks use per year
• Paid dental and vision and eligible spouse/partner
• Company paid medical for you and eligible spouse/partner
• Gain global experience across USA, Australia, New Zealand, UK, and Canada
• A collaborative, team-oriented culture that embraces diversity invests in development, and provides consistent feedback
• Work-from-home stipend

When we look for talent to join our team, we want unique, creative, and amazing people to share our brand, values, and help us build a world-class product and company.

Diversity and inclusion are fundamental to who we are, and what has always made us tick.

We recruit and reward people based on capability and performance. We don’t discriminate based on race, gender, sexual orientation, gender identity or expression, lifestyle, age, educational background, national origin, religion, physical or cognitive ability, and other diversity dimensions, that may hinder inclusion in the organization.

Generally, if you are a good person, we want to talk to you. 😛

We embrace and welcome you to bring your authentic self and we believe in being good to each other. If there are any adjustments or accommodations that we can make to assist you during the recruitment process, and your journey at Karbon, contact us at [email protected] for a confidential discussion.