Senior Director Advanced Support

Summary

Join KnowBe4 as a Senior Director of Advanced Support and oversee the Advanced Support Tech and Engineer departments. You will develop strategic plans for excellent technical support, manage staff performance, and implement performance metrics. Responsibilities include ensuring ticket quality, planning expansion, maintaining resource updates, and liaising with other departments. You will also resolve escalated requests, stay updated on best practices, and develop processes to improve customer experience. This role requires providing recommendations on employee hiring, firing, promotion, and discipline. KnowBe4 offers a fun and engaging work environment with various benefits.

Requirements

• Associate’s degree in Computer Science, Information Technology or equivalent experience in a similar field
• 3 years in a high volume call center environment
• 2 years in a customer support management role
• Experience with Gmail and Google Docs
• Experience with MS Office (Word and Excel)
• Experience with web browsers (Chrome, Internet Explorer, etc.)
• Excellent verbal and written communications
• Excellent time management and organization skills
• Strong collaborative and team work skills
• Flexibility, integrity and creative problem-solving skills
• Ability to build good working relationships across all functions

Responsibilities

• Help to develop short and long term strategic plans to ensure excellent technical support is provided to our entire customer base
• Oversee management and staff performance and work to increase team efficiency and effectiveness, while also encouraging team member growth
• Define and implement performance metrics to ensure accurate tracking of metrics and continuous improvement of our products and services
• Ensure ticket quality and ticket handling processes are followed correctly
• Assist in planning expansion and growth in the Advanced Support areas
• Ensure continuous resource updates and additions for technicians to reference as needed
• Utilize Advanced Support Engineer area to drive improvements in external relations
• Liaise as needed with other departments to ensure streamlined services are provided
• Maintain strong relations with Engineering and Product teams to continually improve operations
• Resolve escalated requests from both internal and external customers as needed
• Stay up-to-date on best practices and emerging trends in customer support
• Solve complex customer service related issues and put a plan in place to proactively prevent negative service trends
• Develop processes to identify and correct gaps in the customer experience based upon customer feedback
• Provide genuine recommendations as to the hiring, firing, promotion, and discipline of subordinate employees to which the Company gives significant weight

Benefits

• Company-wide bonuses based on monthly sales targets
• Employee referral bonuses
• Adoption assistance
• Tuition reimbursement
• Certification reimbursement
• Certification completion bonuses
• A relaxed dress code