Senior Director, Customer Support

LINQ-posted 18 days ago
Full-time • Director
Hybrid • Austin, TX
501-1,000 employees
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As the Senior Director of Customer Support, you will play a critical role leading and developing the customer support function within our organization. You will be responsible for designing and executing strategies to ensure exceptional customer experiences, driving customer satisfaction, retention, and loyalty. Your leadership will be instrumental in building and maintaining a high-performing team, fostering a culture of excellence, and implementing best practices to meet and exceed customer expectations. The role of Senior Director, Customer Support is pivotal in ensuring that our customers receive world-class support and service. If you are a strategic thinker, a passionate leader, and are committed to driving customer satisfaction and loyalty, we invite you to join our team and help shape the future of our customer support organization.

  • Develop and execute the overall customer support strategy aligned with the company's goals and objectives.
  • Drive initiatives to enhance customer satisfaction, retention, and loyalty through exceptional support experiences.
  • Collaborate with cross-functional teams to integrate customer feedback into product development and improvement processes.
  • Lead, mentor, and inspire a team of customer support managers and representatives.
  • Set clear objectives, provide regular feedback, and facilitate professional growth and development opportunities for team members.
  • Foster a culture of accountability, collaboration, and continuous improvement within the customer support organization.
  • Build Offshore & Seasonal Contractor Bench
  • Develop and optimize support processes and workflows to ensure efficiency and effectiveness.
  • Beat key performance indicators (KPIs) and metrics to measure and track the performance of the customer support function (First Time Response, Backlog, Time to Resolution, CSAT)
  • Analyze data and trends to identify areas for improvement and implement solutions to enhance the overall support experience.
  • Oversee the resolution of escalated customer issues and complaints, ensuring timely and satisfactory outcomes.
  • Proactively engage with customers to gather feedback, address concerns, and identify opportunities to enhance the customer experience.
  • Develop and maintain strong relationships with key customers, serving as a trusted advisor and advocate for their needs.
  • Evaluate and implement customer support technologies and tools to streamline processes and improve productivity.
  • Stay current with industry trends and best practices in customer support technology, incorporating innovations to enhance service delivery.
  • Build out AI capabilities (QA Program, Chat, Email, Voice)
  • Bachelor's degree in Business Administration, IT, Computer Science or related field;
  • 15+ years of Support including 10+ years of Leadership in high-growth, fast pace SaaS Companies
  • Strong leadership and management skills, with the ability to inspire and motivate teams to achieve goals and objectives.
  • Excellent communication and interpersonal skills, with the ability to interact effectively with customers, employees, and senior management.
  • Analytical mindset with the ability to leverage data and metrics to drive decision-making and continuous improvement.
  • Demonstrated strategic thinking and problem-solving abilities, with a focus on delivering exceptional customer experiences.
  • Willingness to travel occasionally for customer visits, conferences, and other business-related events.
  • Flexibility to work non-standard hours as needed to support global and nationwide customers and team members in different time zones.
  • Experience with customer support technologies and tools (e.g., Chat, zoom, salesforce, AI, ticketing platforms) preferred.
  • Valid Driver’s License required.
  • Flex Your Workspace: Work remote from one of our eligible states across the US, or if you’re near Austin three days in office a week!
  • Planning Your Future: Our 401(k) plan comes with a 4% employer match on total earnings (not just your base salary).
  • Performance Pays Off: Whether it’s a company bonus or target sales commission, your hard work doesn’t go unnoticed.
  • Vacation Your Way: Our flexible Open Paid Time Off Plan lets you take the time you need, when you need it.
  • Paid Parental Leave: Take the time you need to welcome your new addition – We’ve got you covered!
  • Ten Paid Corporate Holidays: Enjoy a little extra downtime to relax and recharge with the ten paid holidays each year.
  • Giving Back: Feel good while doing good – 16 paid volunteer hours to support the causes that matter most to you. #LINQCares
  • Benefits That Have Your Back (And Teeth, Too!): Rock-solid medical, dental and vision coverage. Pick your vibe: a low deductible PPO and pair with an FSA or a HDHP with a sweet HSA – with contributions from LINQ. Dental perks that even cover braces for the kiddos.
  • Wellness Perks: Employer-paid Short-Term Disability, Long Term Disability, Basic Life, and AD&D insurance. Gym reimbursements and tons of extra savings on travel assistance, employee assistance, and even pet insurance options.
  • Grow With Us: Invest in yourself with professional development opportunities to keep leveling up your skills.
  • Rewards For Referrals: Got an amazing candidate in your network? Send them our way and earn a referral bonus when they join the team!
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