Customer Service

Director of Customer Support

Location: Remote, USA (EST hours preferred)

Wealthbox, a maker of CRM software for financial advisors, is looking for a Director of Customer Support to lead our customer support team. The ideal candidate will be passionate about customer success, possess strong leadership skills, and have a proven track record of implementing and optimizing customer support strategies within a SaaS environment.
 

Responsibilities:

Leadership and Team Management:

  • Provide leadership to the customer support team, fostering a positive and collaborative work environment.
  • Recruit, train, and mentor support staff to ensure they deliver exceptional service and meet performance targets.

 
Strategy and Process Improvement:

  • Develop and execute customer support strategies that align with the company’s overall goals and objectives.
  • Implement and refine support processes to enhance efficiency and customer satisfaction.
  • Continuously assess and improve the customer support infrastructure, including technology, tools, and resources.

 
Customer Advocacy:

  • Act as the voice of the customer within the organization, advocating for their needs and preferences.
  • Collaborate with cross-functional teams to address customer concerns and feedback, driving product and service improvements.

 
Performance Metrics and Reporting:

  • Establish and monitor key performance indicators (KPIs) to evaluate the effectiveness of the customer support team.
  • Provide regular reports and insights to senior management on customer support performance and trends.

 

Desired Skills & Experience

  • Bachelor’s degree in Business Administration, Management, or a related field; advanced degree is a plus.
  • Proven experience in a leadership role within customer support in a SaaS environment. CRM software experience is a plus.
  • Strong understanding of customer service best practices, trends, and technologies.
  • Excellent communication and interpersonal skills, with the ability to build relationships at all levels.
  • Analytical mindset and proficiency in using data to drive decision-making.
  • Ability to thrive in a fast-paced, dynamic work environment.

 

Work Schedule

  • Weekdays, during business hours.
  • No travel required.

 

Benefits

  • Competitive compensation
  • Comprehensive health plan coverage
  • 401k plan
  • Paid time off

 

Interested? Email us a note with your resume and a link to your Linkedin profile to jobs@wealthbox.com.

 

Apply Now

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