Director of Customer Support

The Role

As our Director of Support, you will be responsible for managing and leading a global team of support professionals, ensuring delivery of SLAs, operational efficiencies and process improvements, while providing exceptional customer service. You will also be responsible for owning the customer support framework and setting and maintaining standards for customer support and engagement, as well as collaborating with cross-functional teams to ensure the successful adoption of our software.

Key Responsibilities:

• Develop and grow a world-class customer support model that enables and directly drives customer satisfaction, adoption and confidence in use of the Karbon platform
• Design and evolve our support motion to meet the needs of the Karbon account segments
• Recruit and build a team of dedicated support specialists to meet our growing business
• Manage to targeted first touch response, resolution and overall customer communications to ensure highest level of Customer Satisfaction
• Maintain and enhance our brand as a trusted advisor to our customers, drive innovation and accountability to consistently exceed customer expectations.
• Drive quality and consistency in all customer support interactions and activities by setting clear accountable performance measures 
• Provide continuous feedback, coaching, training, and development assistance to your team to foster ongoing growth while upholding their status as experts in our software
• Develop and implement support framework and process aligning with the company's overall goals and objectives and deliver a world class customer support experience while maintaining costs
• Build tech stack and reporting capabilities to maximize operational efficiencies and exceed SLAs
• Create a continuous improvement culture that advances the people, processes and technology to deliver higher performance and productivity
• Work closely with Product and Engineering to prioritize key investments to reduce volume, simplify troubleshooting, and speed up resolution and analysis of defects
• Champion the Voice of the Customer by managing NPS, customer insights/themes and feedback with relevant teams such as product development and go-to-market teams

Experience and Qualifications

• 6 years of experience building and managing high performing technical support teams in a multi-geo and/or virtual environment
• 3 years in a SaaS based organization with demonstrable achievements in end-user support that enables adoption and use of the software
• Experience in live channel support, including chat-based support, to help end users real-time while balancing first touch response and cost efficiency
• Experience scaling a fast growing SaaS business
• Proven ability to create and embody a raving fans culture that delights customers and employees in innovative ways
• Polished and effective communicator with strong executive presentation skills.
• Demonstrated ability to develop and maintain C-level relationships
• Proficiency working with globally distributed teams and remote Product and Engineering organizations while driving successful outcomes across multiple time zones
• Previous B2B SaaS and enterprise software experience
• Excellent problem-solving skills, with the ability to analyze data and identify areas for improvement. Involves critical thinking, creativity, and logic to evaluate and determine best course of action
• Strong project management skills with the ability to prioritize tasks and manage multiple projects simultaneously
• Proven track record of exceeding targets, KPI’s, SLA’s, in a compliant, quality-driven setting
• Ability to adapt and succeed in a changing environment
• A high level of attention to detail and accuracy, particularly when processing customer information or transaction

Why work with us?

• Be part of a fast-growing company that firmly believes in promoting high performers from within
• Gain global experience across USA, Australia, New Zealand, UK, and Canada
• Strong benefits package including:
  • Company paid medical for you and eligible spouse/partner
  • Paid dental and vision and eligible spouse/partner
  • 401(k) with company matching
  • Flexible Spending Account
  • 8 weeks paid parental leave
  • Work-from-home stipend
  • Flexible Time Off with an encouraged 4 weeks use per year
• Work with (and learn from) an experienced, high-performing team
• A collaborative, team-oriented culture that embraces diversity invests in development, and provides consistent feedback
• The salary range for this role is between $110,000 - $130,000

Salary : $110,000 - $130,000