Director of Support

We need a support manager to lead not only on day to day support efforts (along with 2 colleagues), but to be able to translate that work strategically into suggested product improvements. It’s a hybrid set of responsibilities where solutions will come from working with the UX / QA / Product team as well as responsibilties for tickets and related pressures.

Requirements

• 3+ years experience supporting SaaS customers, latterly at a senior level.
• Experience leading support initiatives at a SaaS tool
• Exceptional, consistent customer support skills as evidenced by personally-attributable metrics of volume of tickets answered and customer satisfaction rankings
• Demonstrated thinking for support desk and ticketing best practices, including providing support across a variety of channels like chat, in-app messages, social media, and online communities
• Data-driven with an ability to identify, collect and record the data required to make strategic churn-reducing decisions
• A natural problem solver who’s comfortable taking the initiative on fixing problems revealed by data
• Demonstrated thinking for supporting a customer base with multiple tiers of profitability among customers
• Proven track record of improving team efficiency through coaching and process improvement
• Demonstrated track record of effective cross-functional partnerships which meet or exceed shared KPI targets