Senior Director, Customer Support

About Our Client

Our client was founded in 2016 to empower analysts to create and disseminate organizational knowledge. Since then, they’ve grown to become one of the leading brands in the analytics industry. Their product is used by thousands of companies. Our client is a remote-first, values-driven company with a globally distributed team.

Role Overview

Our client is looking for a Senior Director, Customer Support to lead and scale their global Customer Support team. In this role, you will be responsible for owning the customer support framework and setting and maintaining standards for customer support and engagement.

Responsibilities

In this role, you can expect to:

• Partner with Finance to manage budget, drive capacity planning, identify needs, and present investments required to improve service levels and customer experience
• Analyze and optimize support operations. Drive a culture of continuous improvement and efficiency
• Lead the Global Support organization to deliver world-class Support and proactive technical health to our customers
• Innovate and develop new ways to achieve high levels of customer loyalty and satisfaction; performance to case resolution, customer satisfaction, and financial measures
• Define KPIs for the Customer Support Department, e.g. SLAs, Customer Satisfaction
• Drive quarterly OKRs and iterative progress towards strategic direction, team performance, and metrics improvement
• Develop a strategy, execution roadmap, priorities, and investment plan to deliver proactive support vision, deflection, and scale/productivity
• Work cross-functionally with other customer-facing departments (Product, Engineering, Customer Success, etc.) to guarantee great customer experience and improve product adoption and satisfaction
• Set the vision for our client's global Support Department
• Represent the company publicly with customers in escalations and in long term relationship building
• Implement initiatives and strategies to attract top-tier candidates, enhance team skills, promote career development through effective talent acquisition practices, training initiatives, and fostering a culture of continuous learning across Support teams

Requirements

You are a good fit if you have:

• Successfully managed high volume, very fast-paced workload; not afraid to “roll up your sleeves” to complete more tactical work. Able to switch between strategic and tactical work daily
• Worked asynchronously as part of a fully-remote, distributed team
• Ability to form strong cross-functional relationships and influence others to drive to a common goal
• Track record as a collaborative and results-oriented leader capable of inspiring and building high-performing teams
• Experience in Customer Success, Technical Account Management, and Professional Services are a plus
• Deep technical experience in the development workflow or other adjacent technical products within cloud, security, tooling, automation, etc.
• Experience leading technical teams panning global time zones in a 24/7 model
• Experience leading geographically distributed and culturally diverse teams

Compensation & Benefits

• Equity Stake: *Commensurate with experience
• Equity or comparable benefits may be offered depending on the legal limitations
• Benefits: In the US, our client offers unlimited vacation (and yes we use it!), 401k w/3% guaranteed contribution, excellent healthcare, paid parental leave, and a home office stipend. For employees outside the United States, our client offers a competitive benefits package.
• Salary: $195,000-$277,000