Director of Support

Summary

Join Contentsquare as the Director of Support, America, to lead and manage a support team providing international support for Contentsquare’s clients. You will structure and manage support for North American customers, ensuring responsiveness to requests and monitoring performance and customer satisfaction. Responsibilities include gathering and analyzing information, resolving or escalating issues, providing direction for escalations, and coordinating work between the support team and other stakeholders. You will build a strategy for the department's structure, processes, and tools to improve support. The role requires 5+ years of experience in customer-facing support in digital marketing/SaaS companies and 5+ years managing a customer support team. A customer-oriented approach, data-driven mindset, and strong communication skills are essential.

Requirements

• 5+ years experience in providing customer facing support in digital marketing/SaaS companies
• 5+ years experience in management of a customer support team
• A customer-oriented approach and a data-driven mindset
• Ability to establish and maintain strong relationships with a variety of internal and external stakeholders from technical contributors (Support, Sales, Customer Success, Engineering etc.) to senior management
• Ability to clearly communicate high level technical issues to a non-technical audience
• Experience leading and working with cross-functional teams effectively
• Possess strong analytical skills to understand and solve complex problems
• You know how to get things done on time and prioritize tasks
• $150,000 - $170,000 a year

Responsibilities

• Structure and manage support for our NA customers with clear prioritization and objectives
• Lead the support team across the U.S. to ensure responsiveness to customer requests
• Monitor the performance and the customer’s satisfaction with SLAs to improve the support delivery and create a data-driven environment
• Gather and analyze information, evaluate impacts, resolve or escalate issues as needed
• Provide direction and ownership for escalations, contribute to new initiatives to improve case resolution
• Coordinate work and communication between the support team and other internal stakeholders (Engineering , Customer Success, Sales, Onboarding etc.)
• Build a strategy for the department’s structure, processes and tools to improve support availability, professionalism, and resolution time
• Drive the organization to deliver fast and clear resolution while mitigating business risks
• Act as a Customer-facing subject matter expert

Benefits

• Virtual onboarding, Hackathon, and various opportunities to interact with your team and global colleagues both on and offsite each year
• Work flexibility: hybrid and remote work policies
• Generous paid time-off policy (every location is different)
• Immediate eligibility for birthing and non-birthing parental leave
• Wellbeing and Home Office allowances
• A Culture Crew in every country we’re based in to coordinate regular activities for employees to get to know each other and bond outside of work
• Every full-time employee receives stock options, allowing them to share in the company’s success
• We have multiple Employee Resource Groups, that offer a safe space for individuals who share common identities, life experiences, or allyship to connect, support one another, and passionately advocate for the issues close to their hearts
• And more benefits tailored to each country