Director of Customer Support and Services

Company Overview

Safety Plus Inc. is the premier provider of SaaS technology and technology-enabled worksite safety services, leaving the industry with innovative solutions that transform safety management. Our commitment to excellence and innovation sets us apart as we redefine safety practices, making workplaces safer, more efficient, and compliant.

With a focus on innovation and growth, we empower our customers by providing cutting-edge technology and unparallel service. Our solutions not only help organizations implement sage work practices but also position them at the forefront of workplace safety. We are driven by a compelling mission that is both critical and transformative.

Why Choose Safety Plus Inc?

If you are looking for a rewarding career where you can make a real impact, Safety Plus Inc. is the place for you. Join us in our mission to create safer workplaces and protect lives.

• 
  Innovative Technology: Our proprietary software revolutionizes safety management, providing our clients with real-time insights and solutions.
• Expert Consulting Services: Our team of experienced safety consultants are industry leaders, providing customized solutions to meet each client's unique needs.
• Impactful Work: Join a team that is making a difference every day, creating safer environments for workers across industries.
• Professional Growth: We are committed to the growth and development of our employees, offering continuous learning opportunities and career advancement.

Position Overview

The Director of Customer Support and Services will lead the strategy, execution, and continuous improvement of Safety Plus' software support and services functions, ensuring a world-class customer experience. The Director will oversee a team responsible for implementing, resolving customer issues, and driving operational efficiency across the Customer Success organization.

We are looking for a data-driven, customer-obsessed leader who can scale our Support and Services team, implement best-in-class processes, and drive customer success.

Key Responsibilities

Leadership & Team Development

• Build, mentor, and lead a high-performing team, ensuring alignment with company goals and performance standards.
• Establish clear objectives and performance expectations for the team
• Foster a culture of continuous learning, accountability, and innovation

Customer Support Strategy & Operations

• Develop and execute a scalable customer support strategy, ensuring exceptional response times and resolution rates.
• Implement best practices in ticket management, issue resolution, and proactive customer support to reduce escalations.
• Leverage data and analytics to improve key support metrics, including response time, resolution time, and customer satisfaction (CSAT).
• Collaborate with Customer Success, Product, and Engineering teams to address recurring customer issues and enhance product usability.
• Lead the development and rollout of self-service tools, knowledge bases, and automation to improve customer experience.

Customer Onboarding and Services

• Oversee the end-to-end client onboarding process, ensuring smooth implementations that meet customer needs and timelines.
• Standardize best practices, templates, and methodologies to optimize software deployment and integration.
• Work closely with customers to define success metrics and ensure proper configuration, training, and go-live readiness.

Qualifications

• 5 years in software support, customer support, or software implementation, preferably in a SaaS environment.
• 3 years of leadership experience, with a track record of building and scaling high-performing teams.
• Strong experience in support operations, ticketing systems, and customer service best practices.
• Expertise in data-driven decision-making, with proficiency in support and implementation analytics and KPI tracking.
• Demonstrated ability to work cross-functionally with Product, Engineering, and Customer Success teams.
• Passion for customer advocacy and driving improvements that enhance user experience.
• Experience with customer feedback programs and process optimization strategies.
• Familiarity with safety or compliance software is a plus but not required.