Senior/Director, Customer Support

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)