What are the responsibilities and job description for the Director of Product Support position at Dexterity Inc?
Director of Product Support
Make sure to apply with all the requested information, as laid out in the job overview below.
About Dexterity
At Dexterity, we believe robots can positively transform the world. Our breakthrough technology frees people to do the creative, inspiring, problem-solving jobs that humans do best by enabling robots to handle repetitive and physically difficult work.
We’re starting with warehouse automation, where the need for smarter, more resilient supply chains impacts millions of lives and businesses around the world. Dexterity's full-stack robotics systems pick, move, pack, and collaborate with human-like skill, awareness, and learning capabilities. Our systems are software-driven, hardware-agnostic, and have already picked over 15 million goods in production. And did we mention we’re customer-obsessed? Every decision, large and small, is driven by one question – how can we empower our customers with robots to do more than they thought was possible?
Dexterity is one of the fastest growing companies in robotics, backed by world-class investors such as Kleiner Perkins, Lightspeed Venture Partners, and Obvious Ventures. We’re a diverse and multidisciplinary team with a culture built on passion, trust, and dedication. Come join Dexterity and help make intelligent robots a reality!
What you’ll do in the role :
- Lead the delivery of exceptional service to our customers, partners, and employees by ensuring the highest quality of service and a world-class experience.
- Responsible for overseeing the creation, delivery, and improvements of all Support functions.
- Lead a team of support and engineering professionals as well as any outsourced vendors tasked with supplying any level of support.
- Develop and implement strategies, procedures, processes, and even tech stack insights to continuously improve our ability to deliver high-quality support.
- Work cross-functionally and act as a lead for Root Cause Analysis (RCAs) as well as being a source of insights and recommended improvements across our product lines based on customer usage, issues, etc.
- Establish and maintain relationships across our Dexterity ecosystem, and maintain SLAs specific to each.
- Act as a technical escalation point for teams.
- Speak directly with customers, partners and employees at all levels of the organizations.
- Identify, assess, and mitigate risks associated with projects, overall customer experience issues.
- Work closely with Customer Success Managers to proactively address any issues impacting the overall relationship and / or delivery, functionality, etc. impacting our customers.
- Work closely with the Product and Engineering teams to ensure a smooth process across the teams for timely resolution of all issues, and continuously improve that process and our communications.
- Formalize and drive escalation processes across organizations (internally and externally).
- Own the ticketing system / CRM as it pertains to incoming cases / tickets (includes building dashboards and providing insights and analytics along with our Operations teams).
What we’re looking for in the candidate :
Physical Requirements :
Additional Information :
Base pay is one element of our Total Rewards package which may also include comprehensive benefits and equity etc., depending on eligibility. The annual base salary range for this position is from $175,000 to $230,000. The actual base pay offered will be determined on factors such as years of relevant experience, skills, education etc. Decisions will be determined on a case-by-case basis.
Equal Opportunity Employer :
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
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Salary : $175,000 - $230,000
