Remote Director of Customer Support

Summary

Join Pressable as an experienced Director of Customer Support to lead the overall customer support strategy, team development, and execution of a high-quality, 24/7 support service.

Requirements

• 5+ years of experience in technical or customer support leadership roles, preferably at a SaaS or enterprise software company
• Proven success in managing high-performing support teams
• Strong ability to develop strategies and lead cross-functional initiatives to improve customer experiences
• Excellent communication and leadership skills, with a focus on team development and customer success

Responsibilities

• Hire, train, and mentor a high-performing support team
• Grow the support team from a small startup into one that can handle a rapidly growing customer base
• Ensure appropriate staffing and resource allocation for 24/7 support
• Develop and execute strategies that improve customer satisfaction (CSAT) while maintaining high service level agreements (SLA) standards
• Collaborate with the Support Operations Manager to ensure smooth customer onboarding processes and continuous improvement of the customer journey
• Evaluate and implement new support channels and tools to drive efficiency and improve both customer and agent experiences
• Work with product, engineering, marketing, and sales teams to deliver feedback and ensure that the overall customer experience aligns with business goals
• Provide regular reports and insights on support performance metrics, helping to drive business decisions and improvements
• Be active in the support queue to be certain that you have a strong pulse on customer needs and ensure we are bubbling up frequent issues to drive systemic resolutions

Benefits

$105,000-$190,000 USD salary range