Description

As a Director of Support, you will build and lead a team of Customer Experience Associates and Technical Support Specialists, setting a bar of excellence for CX at Postscript.  As a leader on the team, you will help develop our evolved support strategy to align with our ever-increasing and more technical customer base. You’ll work cross-functionally with other key leaders to ensure our customers receive high-quality, quick, and thorough resolutions.  You will be a culture driver in maintaining and continuing the high standard of excellence our customers have grown to expect.  

This position is fully remote. 

Primary duties

  • Develop and drive the strategic direction of the Postscript Support organization
  • Maintain an expert-level understanding of the Postscript product, along with larger e-commerce & marketing knowledge
  • Evolve and grow a highly engaged, high performing Support team that prides themselves on teamwork and customer satisfaction
  • Foster a strong sense of accountability to customers and other Postscript team members
  • Develop plans for team members’ continued career growth and have regular coaching and feedback sessions
  • Develop the capabilities of our technical support specialist function
  • Develop and implement regular reporting cadence on Support metrics and team performance. 
  • Build sustainable and repeatable processes between Support and Engineering - driving customer insights, sharing feedback, and accelerating resolutions
  • Own escalated customer issues. Problem-solve and resolve difficult issues in a way that strongly exhibits our core values and customer philosophy. 
  • Help automate support processes when appropriate
  • Identify opportunities to continuously improve the customer experience
  • Proactively communicate with internal stakeholders to align on new opportunities or mitigate risks
  • Develop and implement effective, repeatable processes and playbooks for your team. 
  • Update our systems and tools to increase efficiency and effectiveness 

What We’ll Love About You

  • 5+ years Sr. Manager/Director - level experience in Support, leading  high-performing teams
  • Demonstrated experience with building mid-stage Support teams
  • Demonstrated experience in coaching and mentoring Customer Experience Associates and Technical Support Specialists
  • Demonstrated history of strong team performance, preferably in hyper-growth environments
  • Demonstrated ability to collaborate cross-functionally to improve processes
  • Strong process orientation and ability to drive a consistent and repeatable experience 
  • Strong analytical skills, with a data-driven, metrics-oriented mindset
  • Strong technical skills, able to understand the nuances of Postscript’s product and SMS deliverability
  • Demonstrated passion for e-commerce businesses and entrepreneurship

What You’ll Love About Us

  • Salary range of USD $114,000-$130,000 base plus significant equity (we do not have geo based salaries)
  • High growth startup - plenty of room for you to directly impact the company and grow your career!
  • Work from home (or wherever)
  • Fun - We’re passionate and enjoy what we do
  • Competitive compensation and opportunity for equity
  • Flexible paid time off
  • Health, dental, vision insurance

What to expect from our hiring process:

  • Intro Call: You’ll hop on a quick call with the Recruiter so we can get to know you better — and you can learn a little more about the role and Postscript. 
  • Hiring Manager Intro: You’ll hop on a quick call with the Hiring Manager so your future Manager can get to know you better — This is a great time to learn more about the team & position. 
  • Virtual Onsite Interviews: You’ll be meeting with 2-4 team members on a series of video calls. This is your chance to ask questions and see who this role interacts with on a daily basis.
  • Homework Assignment: We will send over an exercise that challenges you to solve a problem & come up with a creative solution, or outline how you've solved a problem in the past. Get a feel for what you’ll be doing on a daily basis!
  • Final FEACH Interview: This is our interview to assess your ability to represent how you work via our FEACH values. As we build the #1 team in Ecommerce, we look for individuals who embody FEACH professionally and personally. We want to hear about this in your final interview!
  • Reference Checks: We ask to speak with at least two references who have previously worked with you, at least one should be someone who has previously managed your work.
  • Offer: We send over an offer and you (hopefully) accept! Welcome to Postscript!

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