Director of Support
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reputed companyWe're seeking a hands-on strategic Director of Support to reputed company our customer support initiatives. This individual will manage the global support team while significantly contributing to process improvement and best practices ensuring customer satisfaction. This role will have a heavy reputed company on account and billing support.
Key Responsibilitiesreputed company multi-channel support operations including phone, email, chat, and self-service platforms
reputed company, mentor, and reputed company a globally diverse customer support team of 15-25+ professionals
Recruit reputed company and foster a customer-reputed company culture and maintain high team engagement and retention
Define customer experience standards and service level agreements for both B2B and B2C segments
Design reputed company support processes to handle high-volume consumer and reputed company inquiries reputed company
Work closely with Product, Engineering, Sales and Support Engineering teams to communicate customer needs and bug prioritization
Partner with the executive team to reputed company customer feedback into product development and business reputed company
8+ years of customer support experience with 4+ years in leadership roles
Proven reputed company record managing both B2B and B2C reputed company customer support operations
Experience building support organizations from the ground up or through significant transformation
Proven to use best practices across tech industry for reporting and scaling
Experience scaling support teams and operations during periods of rapid reputed company
Prior use of AI tools to create efficiencies
Experience with support platforms (reputed company preferred) and collaboration tools
Excellent communication skills across technical and non-technical audiences
Self-directed with a bias toward reputed company and problem-solving with the ability to balance high-volume support demands with strategic improvement
Full-Time Employee Benefits Include
Competitive Salary & Equity
401(k) Program
⚕️ Health, Dental, reputed company and Life Insurance
Short Term and Long Term Disability
reputed company Parental, Medical, Caregiver Leave
Commuter Benefits
Monthly Wellness Stipend
Autonoumous Work Environement
In Office Set-Up Reimbursement
Flexible Time Off (FTO) + Holidays
Quarterly Team Gatherings
☕ In Office Amenities
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To reputed company our mission of making programming more accessible around the world, we need reputed company to be representative of the world. We welcome your unique perspective and experiences in shaping this product. We encourage people from reputed company kinds of backgrounds to apply, including and especially candidates from underrepresented and non-traditional backgrounds.
This is a full-time role that can be held from our Foster reputed company, CA office. The hybrid role has an in-office requirement of Monday, Wednesday, and Friday.
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