Director of Support - Remote

ProfitSolv is a SaaS business services provider for the legal and accounting industry. We are looking for an Director of Support to join our growing team! :

As a Director of Support, you will oversee the operations of our Software Support Department, ensuring timely and effective resolution of client inquiries, technical issues, and concerns. The Director of Support leads the support team in providing outstanding service and contributes to overall customer satisfaction.

What we provide:

• • Opportunity to Invest in Your Future:. We offer a 401K match.
• • Paid Time Off:. Enjoy paid time off and paid holidays.
• • Great Coverage:. Take advantage of health, dental, and vision HSA and FSA policies.
• • A Great Team:. Collaborate with smart, curious, hardworking individuals.
• • Performance Compensation:. Be rewarded for your hard work with performance-based merits and commission.
• • Remote Work:. Want to work from home? No problem!

As a Director of Support, you will:

• • Lead, mentor, and manage a team of support professionals, fostering a culture of excellence and continuous improvement.
• • Develop and implement support strategies, processes, and best practices to ensure exceptional customer experiences.
• • Collaborate with cross-functional teams to address complex technical issues and provide timely solutions to clients.
• • Monitor support ticket queues, ensuring timely response and resolution in line with service level agreements.
• • Analyze support trends and customer feedback to identify areas for improvement and drive proactive solutions.
• • Develop and maintain support metrics and KPIs, providing regular reports to executive leadership.
• • Oversee the creation and maintenance of a comprehensive knowledge base and self-help resources.
• • Champion customer-centric initiatives, advocating for client needs and preferences within the organization.

A great fit for this position has:

• • Experience in successfully managing call center with large number of inbound calls.
• • Strong attention to detail specifically around KPI and metrics.
• • 5-7 years of successful B2B sales experience, ideally in a SaaS or payment processing context.
• • Exceptional communication and presentation skills, with the ability to convey complex concepts clearly.
• • Prior track record of achieving or exceeding sales targets.
• • Customer-centric mindset with the ability to understand client pain points and tailor solutions accordingly.
• • Familiarity with sales tools and CRM systems.
• • Deep understanding of our Payment Processing Solution and its integration capabilities.
• • Ability to build and maintain strong client relationships.
• • Knowledge of payment processing industry trends is advantageous.

Additional Desirable Qualifications:

• • Excellent written and verbal communication skills
• • Excellent time management skills
• • Excellent initiative and sound decision-making ability
• • Ability to sit for prolonged periods at a desk and work on a computer.
• • Must be able to lift up to 15 pounds at times.
• • Ability to travel as needed.

Disclaimer: :The above information in this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications, which may be changed with or without notice and required of employees who are assigned to this job to perform.


Our commitment to you:
At ProfitSolv, we are committed to being a diverse and inclusive workplace as an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law. We embrace a diverse group of backgrounds and experiences to connect with clients, solve problems and innovate.