What are the responsibilities and job description for the Director, Customer Support position at Gabb Wireless, Inc.?
All About Gabb
Gabb Wireless is a fast-growing and industry-leading technology company located within the Silicon Slopes in Lehi, Utah. We started in 2018 with the mission to provide a safe tech option for families within this digital age.
Here at Gabb, our mission is threefold: protect kids, connect families, and encourage life beyond the screen. We have created safe tech products and a cellular network all designed for children. Our products include phones, a new watch, and more products in the works.
We are a mission-driven company with a passion for people and culture. We believe in the importance of having a work-life balance and working hard and playing hard. Come join the mission!
What You’ll Do
As the Director of Customer Support at Gabb Wireless, you will define and oversee support strategy and operational excellence across all customer experience departments. In this fast-paced role, you will be collaborating with Engineering, Product, Operations, and other teams toward shared objectives in order to support our growing customer base with technical and operational services. Additionally, you will:
- Lead, inspire, and evolve a support environment that further champions a customer-first culture with tangible results
- Create, implement and refine (as needed) best practices, functions and standards to foster increased customer satisfaction and loyalty
- Define, set, and meet ambitious service level agreements (SLAs), objective key results (OKRs), and internal business targets
- Establish key metrics and performance indicators for measuring and enhancing the customer support experience
- Communicate effectively with senior leadership on departmental projects, priorities, and goals
What You’ll Need
- 5 years of direct experience in customer support contact center management roles, hyper-growth tech or ecommerce companies preferred
- Strong operational background of making data driven decisions with the user at the forefront
- Proven track record of scaling and growing a customer support/success department
- Big picture thinking with the ability to dive into the details to move projects and initiatives forward
- Deep empathy for customer experience, analyzing and assessing from the customers’ perspective
Why You’ll Love Gabb
- Mission driven to protect kids and make a difference in the world
- Work-life balance with unlimited PTO, flexible/hybrid schedules, and more
- Generously covered insurance premiums (starting @ 80%!)
- Energetic and collaborative company culture (plus the coolest coworkers around)
- Fast-paced startup environment with room for career growth
- A fully stocked break room with endless snacks and drinks