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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