Sr. Director, Customer Support

About Our Client

The company empowers more than 60,000 growing organizations to thrive by taking the work out of document workflow. They provide an all-in-one document workflow automation platform that helps fast scaling teams accelerate the ability to create, manage, and sign digital documents including proposals, quotes, contracts, and more.

About The Role:

The Customer Support team is a driving force behind the deep commitment to the company's customers. Whether it’s welcoming newly launched customers, providing technical guidance and problem solving, advocating for them, or assisting them in adopting the platform components that will drive the most business value for them, the Support team has the customers’ backs!

Our client is looking for a ‘Head of’ Support to lead a team of 55+ Support Representatives and Leaders. They are looking for a strong leader with experience growing a high-performance team that brings best practices based on 10+ years of experience in software, services, and community.

Are you someone who is fanatical about driving customer value? Do you love being a change agent and driving measurable benefits for your customers through your team? Are you passionate about optimizing AI tools and best practices to augment a world class support experience? Do you get excited about contributing to expansion of the customer lifetime value and product adoption, ensuring world-class CSAT, CES, FRS, TTR and NPS scores? Do you enjoy shaping the product and decreasing technical debt through customer feedback and analyses? Have you effectively managed a successful Global team? If yes, the hiring company wants to talk.

The right candidate has experience working with customers across different markets, from SMB to Enterprise in a SaaS model. You have experience engaging at the C-level with business and Engineering and Product leaders and are experienced in diffusing tough situations and driving customer delight. As a member of the Customer Experience leadership team, you will report to the VP of Customer Experience and work cross functionally to develop process improvements to the services delivered, ensuring exceptional customer satisfaction and profitable customer solutions.

In this role, you will:

• 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 the 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 Community to ensure customers are engaged, heard, advocating and the company 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 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.

About you:

• 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 the company’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.

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)Note:

“We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer. Swooped helps candidates around the world to discover and stay focused on the jobs they want until they can complete a full application in the hiring company career page/ATS.”