Director of Customer Support

Summary

The job description is for a Director of Support at Postscript, a fast-growing ecommerce marketing company. The role involves leading the support team, developing strategies, and improving customer experience. The position is fully remote.

Requirements

• 5+ years Sr. Manager/Director - level experience in Support, leading high-performing teams
• Demonstrated experience with building mid-stage Support teams
• Demonstrated experience in coaching and mentoring Customer Experience Associates and Technical Support Specialists
• Demonstrated history of strong team performance, preferably in hyper-growth environments
• Demonstrated ability to collaborate cross-functionally to improve processes
• Strong process orientation and ability to drive a consistent and repeatable experience
• Strong analytical skills, with a data-driven, metrics-oriented mindset
• Strong technical skills, able to understand the nuances of Postscript’s product and SMS deliverability
• Demonstrated passion for e-commerce businesses and entrepreneurship

Responsibilities

• Develop and drive the strategic direction of the Postscript Support organization
• Maintain an expert-level understanding of the Postscript product, along with larger e-commerce & marketing knowledge
• Evolve and grow a highly engaged, high performing Support team that prides themselves on teamwork and customer satisfaction
• Foster a strong sense of accountability to customers and other Postscript team members
• Develop plans for team members’ continued career growth and have regular coaching and feedback sessions
• Develop the capabilities of our technical support specialist function
• Develop and implement regular reporting cadence on Support metrics and team performance
• Build sustainable and repeatable processes between Support and Engineering - driving customer insights, sharing feedback, and accelerating resolutions
• Own escalated customer issues. Problem-solve and resolve difficult issues in a way that strongly exhibits our core values and customer philosophy
• Help automate support processes when appropriate
• Identify opportunities to continuously improve the customer experience
• Proactively communicate with internal stakeholders to align on new opportunities or mitigate risks
• Develop and implement effective, repeatable processes and playbooks for your team
• Update our systems and tools to increase efficiency and effectiveness

Benefits

• Salary range of USD $114,000-$130,000 base plus significant equity (we do not have geo based salaries)
• High growth startup - plenty of room for you to directly impact the company and grow your career!
• Work from home (or wherever)
• Fun - We’re passionate and enjoy what we do
• Competitive compensation and opportunity for equity
• Flexible paid time off
• Health, dental, vision insurance