Director of Customer Support, Pressable

Overview

Job Description

Responsibilities

• - Hire, train, and mentor a high-performing support team
• - Ensure that team members have clear career roadmaps and development plans
• - Grow the support team from a small startup into one that can handle a rapidly growing customer base
• - Ensure appropriate staffing and resource allocation for 24/7 support
• - Develop and execute strategies that improve customer satisfaction (CSAT) while maintaining high service level agreements (SLA) standards
• - Collaborate with the Support Operations Manager to ensure smooth customer onboarding processes
• - Evaluate and implement new support channels and tools
• - Work with product, engineering, marketing, and sales teams to deliver feedback
• - Provide regular reports and insights on support performance metrics
• - Be active in the support queue to ensure a strong pulse on customer needs

Required Skills

• - 5+ years of experience in technical or customer support leadership roles, preferably at a SaaS or enterprise software company
• - Proven success in managing high-performing support teams
• - Strong ability to develop strategies and lead cross-functional initiatives to improve customer experiences
• - Excellent communication and leadership skills, with a focus on team development and customer success
• - Experience with WordPress, PHP, or hosting services is a plus

Benefits

• - Global salary range
• - Work in a distributed company
• - Be part of a mission-driven company that democratizes publishing and commerce