Director of Frontline Support

| Seattle
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The Role

The Director of Frontline Support is responsible for a group of experts delivering proactive and reactive services for customers to resolve issues, answer questions and services incidents. The Director of Front Line support acts on customer and rep feedback to improve and evolve the products, supportability, readiness and knowledge management functions and scale via data and automation. This leader will manage a team of Technical Support Managers to manage the highest volume of tickets for Outreach Customers. Key to this role will be developing programs to support our Customers as well as working to coach and mentor reps and managers to grow.

This position is a manager of managers and will report to the Head of Customer Support and will be a key member of the Customer Success leadership team.

Your Daily Adventures Will Include

  • Leadership and management of the Customer Support Representatives, Technical Support Engineering and Sr. Technical Support Engineering teams
  • Resource management, hiring, mentorship, and performance management
  • Actively monitor support emails/tickets and ensure all tickets are resolved in a timely and comprehensive manner
  • Works with the team to develop customer empathy into every interaction with customers
  • Review and respond to customer feedback from surveys and other sources and act on feedback as needed to resolve issues permanently
  • Develop strategies to improve the customer experience, team performance, morale, and cohesion with other internal teams
  • Develop and Coach team members on troubleshooting methodology, channel communication skills, and engaging with customers through the right channel
  • Understand the data and work with the Support Operations team to develop key processes such as self service to facilitate proactive and effortless support
  • Work with Product and Customer Success Operations to develop key in product helps and guides that reduce customers needs for support
  • Develop a ticket quality assurance process to support the training and development of reps
  • Serve as management level escalation to resolve customer escalations
  • Provide feedback to support enablement to develop additional enablement programs to help grow support.
  • Drive operational improvements which streamline processes, leverage automation and enable scale
  • Serve as a thought leader in the Technical Support organization by keeping up to speed on the latest best practices and available tools

Basic Qualifications

  • A minimum of 5 years experience managing Technical Support Teams
  • Experience building trust and developing customer relationships
  • Previously built a cohesive and collaborative teams focused on driving customer outcomes
  • Experience in enterprise SaaS application that supports a large scale business process
  • Strong focus in helping direct reports improve through coaching, feedback, and reviews
  • Data driven when it comes to setting and measuring team KPIs and results
  • History of improving processes, methodologies, programs or frameworks that improved team performance
  • Demonstrated success operating in time-sensitive customer escalations
  • Proven self-starter and able to come up to speed on complex, difficult concepts with minimal assistance
  • Demonstrates excellent written and verbal communication skills

Why You’ll Love It Here

• 100% medical, dental, and vision coverage for full-time employees

• Flexible time off

• 401k to help you save for the future

• Company-organized and personal paid volunteer days to support the community that supports us

• Fun company and team outings because we play just as hard as we work

• Diversity and inclusion programs that promote employee resource groups like OWN (Outreach Women's Network)

• A parental leave program that includes not just extended time off but options for a paid night nurse, food delivery, gradual return to work, and the Gottman Institute's Bringing Home Baby course for new parents

• Employee referral bonuses to encourage the addition of great new people to the team

• Plus, unlimited snacks and beverages in our kitchen

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Location

Our Lower Queen Anne office is located along the beautiful Elliott Bay waterfront north of Belltown, near Myrtle Edwards Park.

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