Senior/Director, Customer Support

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PandaDoc Logo

PandaDoc

đź’µ $200k-$240k
📍Remote - United States

Summary

Join PandaDoc as the Head of Support and lead a team of 55+ representatives and leaders. You will drive customer and business outcomes, focusing on reducing response and resolution times, and increasing customer lifetime value. Responsibilities include reinforcing a customer-centric culture, championing customer needs in product development, and driving growth through cross-selling and upselling opportunities. You will also lead the PandaDoc Community, optimize support operations using AI, and manage a global team across multiple time zones. The ideal candidate possesses 10+ years of experience leading customer support teams in high-growth SaaS companies and a proven track record of success in building and motivating high-performing teams. This role offers a competitive salary and benefits package.

Requirements

  • 10+ years of operational experience leading customer support teams in high growth SaaS companies
  • Data driven leader with a skillset to build, motivate, mentor, and retain teams
  • Experience with AI tools and technologies
  • Proven leadership of global teams across multiple time zones
  • Ability to analyze existing customer-facing processes and redesign into customer experience enhancing processes
  • Proven experience implementing an effective Customer Journey in Support and Community and Support Playbooks
  • Expert knowledge of industry best practices and basic technical principles necessary for designing scalable, extensible, and maintainable services solutions
  • Ability to develop and communicate a clear and compelling vision which inspires the team to think and operate outside the job description, and that ladders up to PandaDoc’s strategy, operational plan and North Star
  • Very strong communication and planning skills with the ability to manage very demanding customers in escalation and technical situations
  • Strong leadership skills in managing a team of at least 55 individuals and providing the motivation, coaching, and development to grow your team’s careers
  • Experience establishing and growing relationships with all levels within enterprise organizations: individual contributors to c-suite
  • Sense of urgency to accomplish things quickly and ability to prioritize multiple tasks and deal with unforeseen circumstances
  • Passion for creating timely solutions and value and for customers and the customers’ teams

Responsibilities

  • Drive Customer and Business outcomes including reducing first response times, reducing resolution times, reducing the relevant technical debt, driving product needs and increasing customer lifetime value, ensuring world-class CSAT, CES, and NPS ratings, and ensuring increasing levels of confidence and advocacy within our client base
  • Own the reinforcement of a company-wide culture of customer centricity including aligning with Product and Engineering around communications internally and externally to existing customers, and advocating for customers
  • Be a thought leader and expert on the use and implementation of AI and new technology to effectively scale support operations while driving an exceptional customer experience
  • Champion Customer needs on the prioritization of bugs and functionality in the product roadmap
  • Drive growth through handoffs on cross-sell and up-sell opportunities
  • Own the PandaDoc Community to ensure customers are engaged, heard, advocating and PandaDoc is meeting their needs. Use CLP initiatives to provide key input on prioritization of product roadmap
  • Partner with Customer Experience leadership team to appropriately segment the customer base and optimize Premium Support offerings and other monetization opportunities
  • Lead a global team of early career and experienced Customer Support, L2 and Leaders through high growth with a customer base of 67,000+ customers across small, midsized, enterprise, and partner customer segments 24x7
  • Use a data-driven approach to implement process improvements where needed to ensure transparency of business performance corporate-wide and ensure world-class levels of customer support and satisfaction
  • Ensure transparency of business performance through operational (automated) reporting, dashboards and reporting to Leadership and peer teams
  • Provide continual strategic and process improvement recommendations, direction setting, and advice within the PandaDoc Customer Experience, Sales, Product, and Engineering teams
  • Lead the team while engaging personally on key relationships, touch points, escalations, and during service interruptions
  • Effectively performance manage the Support organization, including providing performance feedback, guidance, and input on their goals and objectives; providing coaching and mentoring continuously
  • Drive a positive team culture including recognition and appreciation
  • Hire A+ talent
  • Light travel as needed

Benefits

  • Employees may be able to purchase company stock (or receive annual bonuses)
  • Employees (and their families) may enroll in the company's medical, dental, vision, short & long term disability, life insurance, FSA and 401k plans
  • Employees will also receive 13.34+ hours of paid time off per month, 6 self care days, birthday PTO day, and 10 company paid holidays off per year
  • The annual OTE for this role is between $200,000-$240,000 (base/bonus combined)
This job is filled or no longer available