Are you as passionate about creating solutions as you are about providing an exceptional experience for every customer? Do you thrive leading a team of people in the quest of customer satisfaction? Have the leadership skills to develop a strong bench of future leaders? Our Director of Customer Support does all of that and more. We are looking for a Director with strong operational know-how, a history of using technology to improve results, and a profound dedication to serving customers and team.

About the Position

As our Customer Support Director, you will direct all aspects of ChowNow’s Customer Support function, including planning and developing the organization’s customer support programs and standards.

Reports to Chief Operations Officer

Specifically you will:

Work with 15+ highly motivated Customer Support Representatives and Managers at ChowNow HQ, and 20+ additional dedicated reps managed by a 3rd party outside of HQ. You will be responsible for helping them drive results and achieve a higher level of mastery of the Customer Support roles. Analyze representative performance data as well as customer interaction results to manage team's performance and to make improvements to the servicing model, ensuring appropriate resources are in place at critical/key times. Develop customer service management team into high functioning leaders who knows what great looks like.

Within 3 months, you'll:

• Complete the ChowNow Ramp Camp onboarding training
• Evaluate the existing customer service technology stack to determine opportunities and risks
• Introduce relevant and value-add customer engagement functionality and leverage appropriate emerging innovations as part of the overall customer experience
• Develop a CS Team Roadmap that includes hiring plan to meet our aggressive growth goals
• Plan how your team will exceed their monthly CS goals: improve Sat scores by 5%; reduce response times by 5%
• Lead process of developing recurring customer NPS score tracking and reporting.
• Lead the launch of a ChowNow customer service philosophy.

Within 6 months, you'll:

• Achieve month-over-month increase in rep productivity as a result of coaching and consistent constructive feedback
• Identify the top 5 recurring issues experienced by ChowNow clients and propose solutions to provide to product and client services leadership
• Accurately report and forecast staffing and toolset needs for the departmentLaunch plan to provide support via social media

Within 12 months, you'll:

• Have successfully executed on annual CS Department plan
• You will have built a plan to solve for employee turnover including forecasting, recruiting, and staffing strategies such that the department is adequately staffed more than 85% of calendar days in a year
• Completed rollout of customer satisfaction score by channel, product, and agent

You Should Apply If:

• You are an experienced Customer Support leader at a well-known consumer SaaS company (digital/media/e-commerce) with expertise in B2B and B2C customer support as well outside partner/vendor relationships
• You’re able to define metrics, implement their measurement, and lead a team to hit them
• You care about the quality and details of the CS team outputs and programs and measure success by the impact on customers (internal and external)
• You’re a thoughtful coach and manager who loves helping your team grow, collaborate, and achieve more together
• You’re at your best in a high-growth, entrepreneurial culture that requires teamwork and significant interaction with employees at all levels

Joining our team has some perks

• Competitive salary
• Ongoing training and growth opportunities
• A "best place to work" winner multiple times where we focus on creating a great employee experience
• Rock solid medical, dental, and vision plans
• Unlimited PTO; paid holidays; we expect you to work hard, but still enjoy your personal life
• Six weeks of fully paid primary parental leave and two weeks secondary leave.
• Employer contributing student loan assistance program 
• Commuter benefits (including Uber Pool) 
• Employee Stock Incentive Plan 
• Quarterly Industry Speakers Series
• Quarterly Tech Events (Women, LGBTQ, Diversity, Inclusion)
• Consistent & fair leadership: we’ll share info, set clear goals, show you respect, and treat everyone fairly
• Enough freedom to spread your wings while still holding you accountable
• Fully stocked kitchen and cold brew on tap

At ChowNow, we are passionate about serving the needs of over 8,000 restaurants to help them compete in an increasingly technical world. Our team works on products focused on restaurant clients and their diners (who transact over $1,000,000 daily on the ChowNow platform). We believe positive relationships make our team able to do more with less. You will collaborate, learn, teach, and experiment with new approaches to getting big things done together. Our team is located in the Playa Vista neighborhood and tech hub of Los Angeles — 5 minutes from both the beach and the freeways. We believe in equal opportunity for all, and you should too. We’ve been named a Best Place to Work, have been certified as a Great Place to Work, and have a whole bunch of happy employees on Glassdoor.