Director, Customer Support & Implementation

We are seeking a Director of Customer Support & Implementation to lead our customer support team and implementation team. The ideal candidate will have a passion for delivering excellent customer service and driving team success. You will manage the day-to-day operations of the support and implementation teams, ensure all new customer implementations and post-implementation projects are completed with high quality and efficient, customer-centric experiences, and ensure timely and effective resolution of customer inquiries and technical challenges. This role will be an important voice as we  collaborate with cross-functional teams to improve overall customer experience.

Key Responsibilities

Team Leadership & Management:

• Lead and mentor a team of customer support representatives, ensuring high levels of performance and engagement.
• Drive team, process and experience improvements to deliver excellent customer experiences 
• Provide ongoing training, feedback, and development opportunities to enhance team skills.
• Monitor team performance metrics (e.g., response time, customer satisfaction, ticket resolution) and implement improvements as needed.
• Act as the point of escalation for complex or high-priority issues, ensuring they are resolved efficiently.
• Work with customers to understand their needs, address concerns, and provide solutions.
• Develop and maintain strong relationships with key customers to enhance customer satisfaction and retention.

Process Improvement & Optimization:

• Analyze support trends and data to identify areas for process improvements and implement effective solutions.
• Collaborate with product, engineering, and sales teams to ensure a seamless customer experience and provide feedback on product improvements.
• Establish and maintain support workflows and guidelines, ensuring consistent and high-quality service focusing on improvements in escalation and incident response as well as improvements to the bug rubric classifications

Customer Feedback & Reporting:

• Collect and analyze customer feedback to identify common challenges and areas for improvement.
• Prepare regular reports on team performance, customer satisfaction, and support trends for leadership.
• Provide insights on customer pain points and work with the product team to prioritize fixes or feature requests.

Tool & Technology Management:

• Oversee the customer support tools and technologies, ensuring they are effectively utilized to enhance productivity.
• Identify and implement new tools as necessary to improve team efficiency and customer satisfaction.

Implementation Team Management:

• Oversee the company's implementation team, ensuring seamless onboarding and integration of new customers.
• Develop strategies to optimize implementation processes and improve time-to-value for customers.
• Work closely with the implementation team to identify customer needs, set clear goals, and deliver tailored solutions.
• Ensure effective communication and collaboration between the implementation and customer support teams to provide a cohesive customer experience.

Qualifications:

• Bachelor’s degree in business, communications, or a related field.
• 3-5 years of experience in customer support, with at least 2 years in a leadership or management role.
• Experience in a SaaS environment is required.
• Strong understanding of customer support metrics and reporting.
• Excellent communication and interpersonal skills, with the ability to manage difficult situations and resolve conflicts effectively.
• Demonstrated experience in process improvement and optimizing support workflows.
• Familiarity with customer support tools (e.g., Zendesk, Intercom, Freshdesk) and CRM systems.
• Ability to work in a fast-paced, dynamic environment and handle multiple priorities.

This position is open to candidates based in the United States of America only. The Company cannot extend employment offers to those outside the United States of America.