PeopleGrove is hiring a
Director of Support

Summary

The job is for a Director of Support at PeopleGrove, a remote-first startup dedicated to transforming higher education. The role involves leading a team, handling escalated issues, implementing strategic initiatives, project management, people management, and strategy development.

Requirements

• Proven experience in a customer support and/or onboarding leadership role, preferably in a B2B SAAS environment
• Strong problem-solving skills and the ability to handle complex support and onboarding issues
• Excellent project management skills with a track record of successful support and onboarding initiatives
• Experience in managing and developing remote support and onboarding teams
• Strong communication and collaboration skills
• Ability to work independently and as part of a team

Responsibilities

• Handle escalated support and onboarding issues and work with the team to resolve them efficiently
• Identify and implement strategic support and onboarding initiatives
• Collaborate with product managers, engineers, and client facing teams to ensure seamless support and onboarding processes
• Be proactive in identifying areas for improvement in support and onboarding services and driving those projects forward
• Develop and maintain transparent support and onboarding processes that produce high-quality results
• Help the support and onboarding teams with project prioritization and planning
• Communicate support and onboarding strategies and updates to other teams and leadership
• Encourage and train team members to manage their own time and projects effectively
• Ensure team members are working on high-value tasks and delivering quality support and onboarding on time
• Foster a collaborative and supportive team culture with a reasonable work/life balance
• Support the team’s growth by providing feedback and guiding team members toward achieving their professional goals
• Mentor and develop support and onboarding team members to enhance their skills and performance
• Craft a vision and roadmap for the support and onboarding teams. Identify goals for the next 6 months and beyond
• Monitor new trends and best practices in customer support and onboarding and assess their applicability
• Identify gaps in current support and onboarding practices and propose innovative solutions