Job type full-time
Full job description
Mark43`s mission is to empower communities and their governments with new technologies that improve the safety and quality of life for allWe build powerful, scalable, and elegant software that sets a new standard for the tools upon which our first responders relyOur users are diverse, and we are therefore committed to embracing diversity of thought and experience within our team.
We are looking for a director of customer support to join our teamYou will report directly to the vp of deployments and scale a growing team of support specialists across multiple regionsYou will help set the strategic direction of mark43`s customer support initiatives while driving customer outcomesYou`ll harness your passion for implementing creative and proven approaches to solving customer issues while developing various ways for customers to seek supportYou will directly influence customer outcomes and serve an outstanding user baseYou`ll also coach and mentor a dynamic group of team members by creating individualized professional development and training plansWe are looking for a candidate who wants to make a significant impact and who lives and breathes customer satisfaction; you will have the opportunity to help design and implement industry leading support processes and foster a culture of accountability and empathy.
The position is for our washington, d.c., new york city, or los angeles office, but we are open to discussing remote us-based work.
What you can expect to work on:
Refine service level tiers to diagnose and resolve support issues
Optimize the support triage and escalation process
Manage the end-to-end support recovery process
Mitigate and handle support escalations
Create omnichannel support platforms
Work with the training team to help enhance self-service support processes
Meet with customers to obtain feedback about the support process and implement process improvements to action the feedback
Lead cross-team collaboration and support initiatives
Coordinate with cross-team partners to share customer feedback from support tickets
Establish team metrics and kpis
Define, capture, and analyze team and customer metrics to make informed decisions
Present metrics and support strategies to the executive team
Develop customer satisfaction criteria and reduce the time to identify and resolve issues
Manage adherence to service-level agreements (sla)
Update statement of work and sla frameworks to capture best practices
Guide professional development and employee training on support best practices
Scale a rapidly growing team
Attract, hire, and retain an industry leading customer centric support team
Champion diversity and inclusion efforts
What you`ll need
Strong alignment with our mission of helping law enforcement and the communities they serve (however, law enforcement experience is not required)
5+ years of saas enterprise-level customer support experience
5+ years of experience as a director of customer support or senior manager managing a team of software and technical support specialists (you`ll leverage your experience to make an immediate impact)
Experience scaling a team of support members located across the united states
Experience with zendesk, jira, and other support tools
Strong experience leading customer engagement initiatives and driving customer satisfaction
Strong people management skills and ability to form a dynamic, accountable team
Creative approaches to solving tough problems while driving customer satisfaction
Experience establishing deep relationships with cross-team partners and providing key customer insights to the executive team
Advanced analytical skills to digest and communicate customer data
Superior communication, documentation, and presentation skills
Ability to maintain a great sense of humor while leading a dedicated team
A college degree from an accredited college or university
Not required, but nice to have:
You have experience working at a startup.
You have your itil 4 certification.
People who thrive on our team also tend to share the following characteristics:
Humble, open, and curiousYou recognize there are numerous ways to solve a problem or implement a strategyYou gain various perspectives and consider the impact on the customer and other teams before making a decisionYou also promote team diversity and diversity of thought.
Attentive, active listenersYou`re interested in what others have to say and illustrate your interest with your actionsYou listen with empathy and ask follow up questions to determine what your team and customers would like to achieveYou are comfortable with conflict because conflict provides an opportunity to help solve problems.
Enthusiastic collaboratorsYou understand that the best outcomes are achieved through shared ownership, and you seek to spread knowledge and expand participation rather than restrict itAs a director of support operations, you need to work cross-functionally to achieve successful outcomes for your team and customersYou`ll also serve as a company ambassador for customer support since fulfilling customer outcomes is a shared responsibility.
Ultimate team playerYou focus more on team and customer success than personal achievementsYou understand that each team within the deployments team works hand-in-hand to provide the best customer experience possible and you might have to pitch in to help other team members.
Comfortable with uncertaintyYou know that sometimes problems and situations can`t be simplified or fully understood; you know where to find information to help bring clarity to a situation, but you also understand that you won`t always have all the information when making decisionsYou invite change and help your team and customers navigate change.
Job type: full-time
Work location: multiple locations