Director, Customer Support

About Our Client

Our client has more than 3,000 customers worldwide and is backed by some of Silicon Valley's best firms, The company has raised $120M to empower dealmakers to find, manage, and close more deals. The company's Relationship Intelligence platform uses the wealth of data exhaust from trillions of interactions between Investment Bankers, Venture Capitalists, Consultants, and other strategic dealmakers to deliver automated relationship insights that drive over 450,000 deals every month. The company is proud to have received Inc. and Fortune Best Workplaces awards as well as to be Great Places to Work certified for the last 5 years running. Join the company on its mission to make it possible for anyone to cultivate and fully harness their network to succeed.

About The Role

Our client is looking for a Customer Support Director to lead the Support team in providing exceptional experiences to a rapidly growing customer base. This role will report directly to the SVP of Customer Success. The successful candidate will play a pivotal role in leading and scaling a world-class customer support organization. The Director will be responsible for maintaining a strong customer-centric culture, building a high-performing & high morale team, and driving customer satisfaction.

What you'll be doing

• Lead and mentor a team of customer support professionals, fostering a culture of excellence, collaboration, and accountability
• Manage the performance and development of customer support and technical support teams, ensuring adherence to KPIs and high service standards
• Lead the continuous improvement of support processes, tools, and systems, ensuring customer issues are resolved quickly and effectively
• Analyze customer feedback and support data to identify trends, opportunities for product or service improvements, and areas for operational efficiency
• Ensure staffing aligns with volume, and consistently providing world-class support
• Encourage and ensure best practices for customer support interactions by delivering a consistent ticket handling process
• Be the voice of the customer on the Support team working closely with other Customer Teams, Sales, Product, and Marketing to maintain effective feedback loops
• Implement a strategy that achieves goals and priorities while maintaining an employee-centric culture that leads with values
• Set clear performance objectives, and drive career development conversations
• Oversee an international contract relationship for 24/7 support coverage, ensuring that all customer support needs are met in a timely manner.
• Create and manage support workflows, ensuring that customer inquiries are handled efficiently and effectively across all channels.

Qualifications

• 7 years of experience in building and leading high-performing support teams at scale, driving overall success and engagement.
• Experience working in fast-growth SaaS companies
• Experience working with global and remote teams
• Experience coaching and developing others, ideally with examples of career development successes
• You are a doer and a builder
• You have high EQ with the ability to have tough conversations
• You have experience in defining KPIs and priorities while meeting or exceeding goals
• You demonstrate resilience when faced with tight deadlines and priorities
• You like to have fun, care personally for others and lead with empathy

Bonus Points

• Experience in the private capital markets or closely related industries, along with a strong proficiency in CRM systems and their strategic application.

What you’ll enjoy at the company

• The company lives its values.
• The company pays medical, dental, and vision insurance with comprehensive PPO and HMO plans and provides flexible personal & sick days.
• The company offers a 401k plan to help you plan for retirement.
• The company provides an annual budget to spend on education and offers a comprehensive L&D program.
• The company supports employee’s overall health and well-being and reimburses monthly for things such as; Transportation, Home Internet, Meals, and Wellness memberships/equipment.
• Virtual team building and socials.