As the Director of Customer Support, you will be responsible for the strategic leadership and tactical execution of our customer support organization. You’ll lead and scale a team of technical support professionals to achieve business objectives and exceed customer expectations. This position will report to the VP, Customer Success.

What You’ll Do:

• Build and lead a 24x7 global support team
• Define processes for tracking and maintaining the highest levels of customer satisfaction
• Create internal playbooks for onboarding and training for support staff
• Develop escalation workflows and drive customers to knowledge base for self-service
• Ensure that all cases, resolution times, are tracked and reported to stakeholders
• Manage customer escalations and handle complex customer situations
• Collaborate across support, engineering, product and customer success teams to remove
• blockers, address inefficiencies, and ensure timely resolution of escalated issues
• Own technical product documentation process (e.g. release notes)
• Own customer escalations around the clock (including weekends and holidays)
• Work with our customers and product managers to sleuth solutions for incoming issues
• Partner in customer success with expert product training and customer onboarding sessions
• Work within a team environment to generate creative solutions
• Identify common issues, escalating them to product managers
• Expertly communicate and document solutions

Who You Are:

• 10+ years of experience in technical support, customer success, or client services
• Hands on experience in building and scaling an international support team to 24x7 operation
• Superb critical thinking, analytical and troubleshooting skills
• Outstanding customer facing verbal and written communications skills
• Enthusiasm for helping customers solve problems in real-time
• Ability to work with minimal supervision
• Flexibility to work with customers across a variety of global countries and time zones
• Experience using Salesforce (preferred, but not required)
• Experience using Zendesk (preferred, but not required)
• Experience in technical support at a cloud technology company (preferred, but not required)
• Serious Ping Pong chops (preferred, but not required)

Who We Are:

RingDNA offers an end-to-end suite of sales products to empower the human advantage in sales teams. We believe that great human conversations will continue to be the competitive advantage of leading companies. This belief is shared by our customers and our investors: Goldman Sachs Growth Equity, Bryant Stibel, and Palisades Growth Capital, who recently participated in our November 2018 series B funding round.

Our team cultivates collaboration, camaraderie, and vibrant discussions every day. As a result, we were named as “one of the best places to work in Los Angeles” by both Comparably and BuiltInLA in 2018.