Director, Customer Support (Remote)

What you’ll do:

• Develop and manage processes to empower the support team to offer technical assistance to customers in the most efficient and effective way
• Establish and monitor performance metrics, and goals for the customer support function, and present regular actionable insights to leadership
• Eliminate single point of failure processes via internal tooling and product development
• Provide mentorship and coaching to our team leads to enable them to hire, develop and mentor TSRs–building a culture of excellence
• Support and coach the team in customer interactions with CEOs, CTOs, CISOs, IT directors, and other security and compliance teams to ensure a clear path toward achieving success with multiple security, governance, risk, and compliance frameworks
• Develop training opportunities to enhance those experiences and improve understanding, listening and communication
• Lead the technical support team in handling critical incidents and escalations, ensuring timely resolution and effective communication with stakeholders
• Use current research and trends in technical support to make informed proposals and drive decisions towards strategic initiatives
• Evaluate and enhance technical support processes in order to increase efficiency and maintain industry leading customer satisfaction ratings
• Explore and implement additional support modalities
• Operationalize tiered support by customer segment, package selection and team expertise

What you’ll bring:

• 10+ years of post-sales experience in a technical support role, or equivalent position, ideally in B2B SaaS
• Minimum 5 Years (8+ years preferred) of proven experience in leading and scaling technical customer support teams
• Extensive customer-facing and escalation management experience required
• Exceptional verbal and written communication skills, and comfort with leading presentations and trainings
• Experience with and understanding of technical support and customer success best practices
• Comfort in the usage of customer support, ticketing and analytics tooling; prior usage of Intercom, Jira and/or Sigma an added bonus!

Benefits:

• Health & Wellness: 100% coverage for medical, dental, and vision plans – for employee and dependents + on demand health care concierge
• HSA, FSA, & DCFSA: Pre-tax savings plans for healthcare and dependent care
• 100% paid short and long term disability plus life + AD&D benefits
• Learning & Development: $500 annually towards professional development opportunities + $250 annually towards personal development opportunities
• Flexible Time Off: Flexible vacation policy for strong, fully charged batteries
• 16 Weeks Paid Parental Leave: An inclusive policy to ensure you have time with your newborn, newly adopted, or foster child
• Work Remotely: Flexible hours and work from home + $1,000 annually to cover necessary business related items for your home office
• Charitable Giving Program: Up to $500 match for qualified charities
• 401K: Reach your financial goals while reducing your taxes

This role will receive a competitive base salary, benefits, and equity. The applicable salary range for each US-based role is based on where the employee works and is aligned to one of 3 tiers based on the cost of labor for that geographic area. The expected salary ranges for this role are set forth below. 

Tier 1: $199,750-$246,750

Tier 2: $179,775-$222,075

Tier 3: $159,800-$197,400