Senior Director, Customer Support

Summary

Join SimplePractice as the Senior Director of Customer Support and lead a high-performing team dedicated to providing exceptional customer experiences. You will set the vision and strategy for the department, overseeing growth, service levels, and productivity. This role requires strong leadership, data analysis, and communication skills, along with experience managing and coaching leaders in a multi-site, multi-channel contact center. You will be responsible for managing BPO relationships, implementing a modern tech stack, and proactively recruiting a diverse team. SimplePractice offers a competitive compensation package and benefits.

Requirements

• A Bachelor’s degree in business a business discipline (eg. Finance, Accounting, Management, Math, etc), MBA preferred
• 7+ years of leadership experience in Customer Support and Management in a multi-site / multi-channel contact center
• 7+ years of experience growing and scaling an international Customer Support team in a fast-paced environment and a rapid-growth company
• Experience managing and coaching People leaders
• Proficient and strong understanding of workforce management fundamentals
• Familiarity and comfortability facilitating projects and coordinating with multiple stakeholders
• Strong problem solving and structuring skills, with ability to communicate actionable insights
• Startup Savvy. You understand the fast pace, the scrappiness, and flexibility required for success….. and you love it
• Experience with Support Tech Stack - WFM tools, Case Management Software
• Strong communication skills. Through every medium, and everyone you come in contact with, you know how to communicate effectively, elegantly, and with respect, always
• Ability to manage conflict and resolve difficult situations
• Proven experience providing project and change management for multiple, simultaneous department and cross-functional projects
• Demonstrated ability to synthesize quantitative data into easy to understand and actionable recommendations through a consulting mindset
• Outstanding work ethic, ability to perform under pressure, meet deadlines, prioritize and deliver multiple tasks on time

Responsibilities

• Lead and coach through the SimplePractice Vision, Mission and Core Values; uphold the culture by incorporating this into the daily business operations
• Set the vision, strategy, roadmap and goals for success for the Customer Support team
• Oversee growth, service levels and productivity of department members through determining appropriate training, coaching, quality assurance, and developing individual performance
• Use a data enabled approach to inform coaching decisions and actions on both a team and individual level
• Analyze call center metrics and other performance indicators and delivers strategies to improve service levels
• Act as the ultimate escalation point for customer inquiries
• Continuously gather feedback from team members and deliver on internal changes and improvements
• Oversee and manage BPO relationship
• Recommend and help implement a modern Support tech stack to drive a great customer experience while improving team efficiency
• Plan your team’s headcount in alignment with company recommendations to achieve your objectives
• Proactively recruit a diverse team and execute on overseeing the full hiring process from interviews to offer letter and onboarding
• Closely collaborate with all stakeholders of cross-functional projects and maintain a top-down view of the entire execution

Preferred Qualifications

• Experience in vertical SaaS and/or Healthcare a plus
• B2B experience in the SMB segment or in Direct to Consumer business model
• Experience implementing and leveraging AI tools across support teams (or a curiosity on how it can be leveraged)

Benefits

• Medical, dental, vision, life & disability insurance
• 401(k) plan with company match
• Flexible Time Off (FTO), wellbeing days, paid holidays, and summer Fridays
• Mental health resources
• Paid parental leave & Backup Care
• Tuition reimbursement
• Employee Resource Groups (ERGs)