14 hours ago
Senior Director, Customer Support
Jobgether
Hybrid
Full Time
$220,000
Hybrid
Job Overview
Job TitleSenior Director, Customer Support
Job TypeFull Time
CategoryCommerce
Experience5 Years
DegreeMaster
Offered Salary$220,000
LocationHybrid
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Job Description
Senior Director, Customer Support
This pivotal role is focused on leading the design and delivery of an enterprise support model for our largest clients, ensuring exceptional service and fostering proactive engagement. You will significantly impact client retention by integrating client experience and analytics, streamlining processes, and ultimately enhancing outcomes while reducing churn in a fast-paced, collaborative environment.
Accountabilities
- Build a segmented support model specifically for Enterprise Accounts, complete with defined service levels and proactive engagement strategies.
- Lead strategic escalations, including executive-level issues and situations posing a churn risk.
- Expand and modernize global Tier 3 and configuration teams, deepening technical expertise and refining processes.
- Serve as a crucial senior liaison between Support, Client Success, Product, Engineering, and Onboarding teams.
- Utilize AI and operational data to pinpoint pain points, drive targeted training initiatives, and guide continuous improvement efforts.
- Explore and develop new opportunities for premium paid support offerings.
Requirements
- Extensive leadership experience in Customer Support or Client Success within the SaaS or enterprise sectors.
- A proven track record of building and scaling support organizations capable of managing complex client escalations effectively.
- Strong collaboration skills, particularly with Product, Engineering, and Commercial teams.
- Expertise in analytics, CRM/ticketing systems, and leveraging technology for support innovation.
- Exceptional communication abilities, executive presence, and demonstrated leadership skills.
- Bachelor’s degree preferred.
Benefits
Join a purpose-led company that champions a values-focused culture, offering a comprehensive benefits package designed to support your well-being and work-life balance.
- Open PTO policy providing significant flexibility for time off.
- Dedicated Days of Disconnect for company-wide collective downtime.
- Supportive Parental & Pawternity Leave policies.
- Quarterly fitness journey reimbursement to promote health and wellness.
- Robust Medical/Dental/Vision coverage.
- Employee Assistance Program (EAP) for personal and professional support.
- Premium Calm App subscription for mental well-being and relaxation.
- And many more comprehensive benefits!
Key skills/competency
- Customer Support Leadership
- Enterprise Account Management
- SaaS Support
- Client Retention
- Process Improvement
- Technical Support
- Stakeholder Collaboration
- CRM Systems
- Data Analytics
- AI-driven Support
How to Get Hired at Jobgether
- Research Jobgether's culture: Study their mission, values, recent news, and employee testimonials on LinkedIn and Glassdoor.
- Tailor your resume: Customize your resume to highlight extensive leadership in SaaS customer support, enterprise client management, and scaling support organizations.
- Showcase problem-solving: Prepare examples of how you've handled complex client escalations and leveraged data to improve support outcomes.
- Demonstrate technical acumen: Be ready to discuss your expertise with CRM systems, analytics, and using AI for support innovation.
- Articulate leadership vision: Practice explaining your strategic approach to building and modernizing support teams and developing premium offerings.
Frequently Asked Questions
Find answers to common questions about this job opportunity
01What kind of leadership experience is Jobgether looking for in a Senior Director, Customer Support?
02How does this Senior Director, Customer Support role impact client retention at Jobgether's partner company?
03What collaboration skills are essential for the Senior Director, Customer Support at Jobgether?
04What technological expertise is required for the Senior Director, Customer Support position?
05Does Jobgether offer a Bachelor's degree as a strict requirement for this Senior Director role?
06How will the Senior Director, Customer Support contribute to global team development?
07What is the interview process like when applying through Jobgether for the Senior Director, Customer Support role?
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