Postscript is hiring a
Director of Customer Support, Remote - North America
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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
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Please let Postscript know you found this job on JobsCollider. Thanks! 🙏