Director - Customer Self-Service & Digital Support

October 10

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LastPass

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Password Management • Identity Management • Single Sign-On • SaaS • Cloud

501 - 1000

Description

• About LastPass: LastPass is a leader in password and identity management, trusted by 100,000 businesses. • Looking for a Director, Customer Self-Service & Digital Support to enhance customer experiences. • Drive strategy, optimization, and performance of self-service channels to elevate customer satisfaction. • Join a vibrant, privately-owned SaaS company located in Boston's Innovation District!

Requirements

• You thrive in a team environment, effectively collaborating with colleagues across various time zones. • You excel in a fast-paced environment, adeptly shifting responsibilities while managing a high volume of complex, repetitive requests. • You have experience in a professional software environment, particularly in Self-Service & Digital Customer Support. • Strong leadership skills and a collaborative mindset are essential; experience in security and/or privacy is preferred. • Proven expertise in developing and driving B2C and B2B customer advocacy programs through self-service channels. • Familiarity with community platforms, CRM/support ticket systems, and social support platforms is crucial. • Experience in a global work environment with cultural awareness; willingness to travel internationally and adapt to different time zones is a plus.

Benefits

• Market-leading password manager • High-growth, collaborative environment with inclusive teams • Remote first culture • Competitive compensation • Flexible Paid time off policies including but not limited to: Monthly self-care days (12 extra paid days off annually), volunteering days • Generous Parental leave • Comprehensive health coverage, dependents included • Home office setup support • LastPass families free account up to 5 members • Continuous learning and development opportunities