Support Director

Yesterday

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Ionic Partners

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Helping companies overcome the second chasm

11 - 50

Description

• Are you ready to take on a pivotal role in a company that is not only transforming its industry but also living by its core values every day? Do you want to work for a best-in-class, 100% remote organization with the brightest talent from around the world? • Sparkrock helps social benefit organizations like nonprofits, school boards, and government agencies to reach their greatest potential using technology. We help to make these mission-driven organizations more efficient, freeing up their time and resources to focus on the good they want to achieve. Every day, nearly 45,000 people use our ERP products to make the world a better place. • We are seeking a dynamic and results-driven Support Director to lead our support teams and foster a performance-based culture. This role requires a strategic leader with a strong focus on productivity, metrics, and continuous improvement to ensure exceptional service delivery across multiple products. • Reporting directly to the Chief Customer Officer (CCO), the Support Director will be responsible for mentoring and developing team members, driving operational excellence, and collaborating with cross-functional teams to enhance the customer experience. • As our Support Director, you will be at the forefront of driving excellence in customer support within a fully remote environment, where we embrace best practices to achieve supreme outcomes with our global teams. • This is more than just a job; it's an opportunity to lead in a dynamic, forward-thinking organization with a strong leadership team committed to your success. • You'll have the chance to innovate, implement cutting-edge solutions, and expand your influence as our group of companies continues to grow. • If you're passionate about creating exceptional customer experiences and are excited about the prospect of making a real impact in a transformative environment, we want you to join us!

Requirements

• At least 10 years of experience managing mid-size to large support teams, with a strong track record of driving performance improvements and achieving results through metrics and data-driven decision-making. • Extensive technical background, with experience in areas such as software development, SQL, infrastructure, and deep product knowledge. Technically literate, with the ability to troubleshoot and dive into technical issues alongside your team. • Strong communication and relationship-building skills, with high emotional intelligence and the ability to influence and partner with cross-functional teams. • Proven ability to work effectively with a global remote team, demonstrating strong collaboration and coordination skills across different time zones and cultures. • Excellent mentoring and coaching skills, with a passion for developing talent and fostering a collaborative team environment. • Demonstrated ability to work effectively in a fast-paced, dynamic environment with multiple priorities. • Knowledge of industry best practices and emerging trends in customer support and service management. • Experience with supporting multiple products and managing change within a support organization.

Benefits

• We are 100% remote and global. Live your best life, wherever that may be, and never lose out on career opportunities because of it. • Flexible work hours. We work asynchronously and don’t care when you’re online, just that you deliver great results. • Dedication to development. We focus on career paths for each and every one of our employees and help provide training to advance at every stage of their careers. • Introductions to thought leaders in the space and webinars on cutting-edge tech hot topics • Focus on culture. Coffee chats, happy hours, cooking classes, book clubs, and more! • Stipend to help set up your ideal home office • Swag! Because who doesn’t love swag?