Director of Customer Support and Services

November 8

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StellarWP

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Description

• Oversee daily support operations, identifying areas for improvement in processes, response times, and issue resolution, while maintaining service quality and efficiency • Set, track, and report on key performance indicators (KPIs) for customer service and support, regularly analyzing metrics to drive continuous improvement • Be accountable for support performance, productivity and achieving targets and goals • Create and oversee systems for collecting, analyzing, and acting on customer feedback • Maintains quality service by establishing and enforcing organization standards • Maintain and improve upon NPS (net promoter score) • Ensure communication is clear between all levels of staff and shifts • Review operating practices and implement improvements as necessary • Respond to emergent situations appropriately • Be responsible for the employee life cycle including; disciplinary actions, performance reviews, goal reaching activities, fostering a positive environment, following company policies, etc. • Ensure compliance with relevant regulations and standards, such as data protection and privacy laws, while handling customer interactions and managing sensitive information

Requirements

• 8+ years in customer service and support roles with a minimum of 3 years in a leadership position, ideally within a technology or high-growth company • Strong commitment to understanding customer needs and delivering an outstanding customer experience • Demonstrated experience building, leading, and inspiring teams, with a focus on professional development and fostering a positive work environment • Ability to think strategically while also managing day-to-day support operations effectively • Ability to communicate effectively with customers, team members, and stakeholders at all levels • Experience with customer support software and CRM systems, with a strong understanding of support technology trends • Preferred qualifications: Background in providing support within a WordPress environment

Benefits

• Excellent Employer paid Benefits options - Medical, Dental, Vision, Prescription • Traditional and Roth 401k with company matching • Fun employer-sponsored events • A collaborative team culture • Consistent/set work hours • Challenging non-redundant daily duties • A voice in how things get done • Access to ongoing training