Director, Product Support - Classy
📋 Role Overview & Responsibilities
About the job:Our Client's affiliate, a Public Benefit Corporation and giving platform, is seeking a Director of product Support to join their team. Reporting to the VP of Customer Experience, this role will oversee all customer support channels and lead a team of support agents.
Responsibilities:Manage all customer support channels to ensure timely resolution of customer inquiries and issues.Lead and mentor the support team to deliver high-quality service.Build a high-performing Tier 2 service team to support Tier 1 operations.Develop and implement strategies to optimize support processes and enhance customer experience.Collaborate with cross-functional teams to address customer needs and drive product improvements.Act as an escalation point for complex customer issues and work on prompt resolutions.Analyze support metrics to track performance and drive continuous improvement.Develop and maintain support documentation and training materials.Stay informed about industry trends and drive innovation in customer support.Ensure proper staffing and contingency plans are in place for effective support delivery.Proactively seek solutions to improve operational efficiency.
Required qualifications:10+ years of experience in customer support or customer service management.Experience managing support operations across chat, email, and phone channels.Strong leadership and team management skills.Excellent communication and interpersonal skills.Analytical mindset and data-driven problem-solving approach.Ability to thrive in a dynamic environment and manage competing priorities.
Benefits:Market competitive payRich healthcare benefits401(k) retirement plan with company matchingHybrid workplace with remote flexibilitySupport for new hire setup, mental wellness, family planning, and commuting expensesGenerous paid parental leaveSupportive time off policiesLearning & development programsInclusion, diversity, equity, and belonging initiativesEmployee resource groupsReal, purposeful work with global impactSupportive team environmentCertified Great Place to Work
Salary:The total annual salary for this full-time position is $108,500 - $148,000 + bonus + equity + benefits. Individual pay is based on various factors.
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This position is located in United States with potential relocation and sponsorship assistance depending on candidate qualifications.
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