Director of Customer Care 

The Director of Customer Care at SmartBear is responsible for leading and developing teams to deliver technical support services for the Observability product group, which includes Bugsnag, Aspecto, and Alertsite. They will collaborate with internal teams and vendors, define strategy, and establish effective partnerships to ensure a consistent customer experience. The ideal candidate will have a passion for measuring performance, improving processes, and driving customer satisfaction. They will also be responsible for managing leaders, adopting new tools and technologies, and achieving established team SLAs and KPIs.

• Build, lead, develop, and coach teams of top technical talent
• Drive strategy and vision in collaboration with product and engineering teams
• Assist with defining strategy and managing collaboration with internal teams and vendors
• Assist with developing processes for establishing and maintaining effective partnerships with Sales, Engineering, Product, Enrolment and Licensing, and other internal teams
• Assist with the development of strategic imperatives and goals for the team
• Be part of the end-to-end lifecycle of a project, from strategy to operationalization to execution to results
• Bring the voice of the customer to the organization and provide insights from key customer trends and feedback
• Continually develop improvements and embed successful change projects
• Coordinate across teams to confirm and successfully achieve communications for customer satisfaction and retention
• Create operational excellence through best practice sharing and process adoption
• Create, monitor, and drive key service level metrics for customers
• Drive cost improvement activities by identifying system improvements and headcount optimization
• Enhance the customer experience via the adoption of self-service options and first call resolution
• Establish clear accountable performance metrics for Customer Care Engineers and leaders
• Focus on advancing the goal of delivering exceptional experience across customers' end-to-end journey
• Foster strong technical practices, guide teams to innovate, and help evolve processes for high customer satisfaction and scalability
• Lead ramp up of support services for new products
• Lead the adoption of new tools and technologies to better serve the customer
• Manage leaders who oversee technical support engineers
• Take responsibility for successful delivery against established team SLAs and KPIs
• Work closely with other SmartBear functional teams to improve and adopt new processes and tools and support company initiatives
• Minimum of 5-7 years in high-tech including 5+ years in Customer Care operations or support delivery
• Bachelor's degree or equivalent experience
• Experience with an Enterprise support model
• Familiarity with support teams containing L3 support
• Highly experienced in people management including mentoring and coaching
• Preferably from a technical background
• Ability to gather and analyze data to understand the pros and cons of different decisions and options
• Ability to learn quickly and adapt in a changing environment
• Critical thinking skills and ability to assimilate and implement new information rapidly and think strategically
• Demonstrate ability to motivate and communicate effectively.

• Minimum of 5-7 years in high-tech including 5+ years in Customer Care operations or support delivery
• Bachelor's degree, or equivalent experience
• Experience with an Enterprise support model
• Familiar with support teams containing L3 support
• Highly experienced in people management including mentoring and coaching
• Preferably from a technical background
• An appreciation that different products may benefit from different models or procedures
• An appreciation of the benefits of our close relationship with the Engineering and Product teams
• Good at thinking logically and critically to solve a problem
• Ability to gather and analyze data to understand the pros and cons of different decisions and options
• Ability to learn quickly and pick up tools, systems, and processes in a short amount of time
• Able to adapt and succeed in a changing environment
• Critical thinking skills, and ability to assimilate and implement new information rapidly and think strategically
• Demonstrate ability to motivate and communicate effectively with teams
• Strong leadership skills
• Excellent communication and interpersonal skills

• Competitive salary and benefits package
• Opportunity to work with top technical talent
• Collaborative and innovative work environment
• Opportunity for career growth and advancement
• Flexible work schedule
• Birthday time off
• Commitment to ethical corporate practices and social responsibility
• Recognition and celebration of individual and team achievements
• Equal employment opportunity regardless of race, color, religion, gender, national origin, disability, marital status, military or veteran status, age, sexual orientation, gender identity or expression, genetic information, medical condition, pregnancy, or any other legally protected status.