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.
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.
- 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.
- Weekdays, during business hours.
- No travel required.
- 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 firstname.lastname@example.org.
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