Remote Director, Customer Self-Service & Digital Support
at LastPass

Summary

Join LastPass, a leader in password and identity management, as we seek an innovative Director of Customer Self-Service & Digital Support to spearhead our self-service initiatives. This role is pivotal in enhancing customer experiences through scalable digital solutions, empowering customers to resolve issues independently.

Requirements

• You thrive in a team environment, effectively collaborating with colleagues across various time zones
• You excel in a fast-paced environment, adeptly shifting responsibilities while managing a high volume of complex, repetitive requests
• You have experience in a professional software environment, particularly in Self-Service & Digital Customer Support
• Strong leadership skills and a collaborative mindset are essential; experience in security and/or privacy is preferred
• Proven expertise in developing and driving B2C and B2B customer advocacy programs through self-service channels
• Familiarity with community platforms, CRM/support ticket systems, and social support platforms is crucial

Responsibilities

• Craft and execute a visionary strategy for our customer self-service platforms
• Lead, mentor, and inspire a talented team of self-service professionals
• Collaborate with Customer Success, Operations, Product, Marketing, Sales, and Engineering teams
• Oversee the creation and maintenance of high-quality Help Center articles
• Drive the strategy and optimization of chatbot functionalities
• Manage and nurture the LastPass Community forum
• Design and implement innovative community programs
• Track, report on, and optimize key performance metrics
• Collaborate closely with Product, Engineering, Customer Support, and Customer Success teams
• Partner with Product Marketing and the Director of Customer Advocacy
• Utilize analytics and user feedback to continuously enhance content
• Implement best practices for social media customer service
• Identify opportunities to elevate self-service tools through AI, machine learning, and emerging technologies
• Continuously improve workflows and processes

Benefits

• Flexible Paid time off policies including but not limited to: Monthly self-care days (12 extra paid days off annually), volunteering days
• Generous Parental leave
• Comprehensive health coverage, dependents included
• Home office setup support
• LastPass families free account up to 5 members
• Continuous learning and development opportunities