Director, User Support

Job Title: Director, User Support 

Department: Operations

Description: 

We are looking for a Director, User Support for a fast growth SaaS environment with a broad knowledge of technical support functions, systems and operations. This role will oversee the daily operations of Tier 1 and Tier 2 on the Technical Support team to provide high quality operational, production support, and service delivery support for our products. This role will also interface regularly with Tier 3 (Support Engineering) and manage communications and workflows between the teams.  You will focus on developing strategies to more efficiently triage user support through all channels and improve escalation and resolution time.  Additionally, you will use your analytical skills to investigate support data and suggest ways to improve the overall user experience. 

The Director will be responsible for day-to-day service delivery. They will monitor and report on metrics related to incident, problem management, request fulfillment, and collateral management (i.e. help center and release documentation). They will own those processes and evolve our procedures and tooling to improve as required.

You are an experienced hands-on technical leader who promotes a customer-centric support culture and seeks to ensure that every support interaction is best in class. As a leader, you are passionate about helping customers, continually measuring impact and refining your targets, processes and team to meet the evolving needs of the market and the business. You will serve as an integral member of the operational leadership team and work closely with other cross- functional leaders in the refinement of an overall support strategy. 

What you'll do:

• Drive efforts to differentiate our support by focusing on a seamless customer experience and customer-first mindset that provides value to customers beyond issue resolution
• Accountable for developing a vision for best-in-class end user experience model and drive a strategy to achieve that vision
• Manage and refine the Technical Support operating systems for ticket management, escalations, communication, reporting, etc.
• Manage and coordinate urgent and complicated support issues and provide after incident investigation and reporting
• Identify critical system issues and engage cross-functional teams for timely incident resolution and problem management for recurring issues
• Enhance the user support model and experience to better triage and address escalations across all product lines
• Collaborate, coordinate and partner with the Engineering and Product teams to escalate and resolve complex tickets quickly and thoroughly and communicate resolution back to customer
• Act as a Player/ Coach to serve as an escalation point for customer issues to ensure they are resolved quickly 
• Understand our customers with SLAs and monitor tickets to ensure the response and resolution of these tickets is within the necessary agreements
• Provide metrics to track and report customer ticket status, resolution times and other leading metrics for improved customer enablement
• Establish processes and timelines for cascading information and training on new feature releases by coordinating with the Product teams to enable ongoing improvement of products and services 
• Recruit, train, develop and lead a growing team of Tier 1 and Tier 2 support professionals 
• Actively monitor team performance and strategy through robust data analysis and dig deep to identify areas of opportunity for improvement and development for your team.

You’re a great fit for this role if you have:

• 6 years experience successfully running day-to-day operations for highly responsive customer support systems with tiers of increasing technical complexity
• Experience reducing customer support contact rate through product improvement, documentation, self-service efforts, customer facing tooling, and automation
• Proven collaboration skills to work within a multi functional team, each with a component of the overall customer experience
• Jira Service Desk Ticketing system and Intercom or equivalent ticket system experience 
• Outstanding written and verbal communication skills including experience working with technical and business audiences
• Experience articulating the importance of the customer experience and can bring others along on your journey for increasingly positive results, bridging the gap between business needs and technical details
• Ability to thrive in a dynamic, fast-paced environment where you must take on multiple responsibilities, execute at both the strategic and tactical level, and do what it takes to get things done
• Ability to self-manage workload with competing priorities and deadlines
• Experienced leader in transforming, building and excelling support organizations and fosters innovation to improve customer experience and support team efficiency

The Unite Us Story:

As our co-founders transitioned from military to civilian life, they encountered barriers and inefficiencies navigating the most basic health and social services. Together, they set out to improve that experience for others. Recognizing that social care is essential for better health outcomes, they embarked on a mission to connect people to the care they need, when they need it, in communities across the country. Unite Us has developed an intuitive and seamless technology solution that goes beyond the traditional referral method. We work side-by-side with local organizations, and track data and outcomes to build coordinated care networks that support all aspects of community health. Unite Us is boldly changing the nation’s care delivery system. If you want to do well and do good, join Unite Us– we can build healthier communities together.

Environmental Job Requirements & Working Conditions: 


• This position is remote, U.S. based
• The target pay range for this role is: 120,000-140,000
• This position may require 10% travel

Unite Us is committed to building a diverse team and fostering an inclusive culture, and is proud to be an equal opportunity employer. We embrace and encourage our employees' differences in race, religion, color, national origin, gender, family status, sexual orientation, gender identity, gender expression, age, veteran status, disability, pregnancy, medical conditions, and other characteristics. If you require assistance in applying for open positions due to a disability please email us at peopleops@uniteus.com to request an accommodation.