Director of Customer Support

| Greater LA Area
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Convoso is a customer-first company and we are currently looking for a fast-paced, Director of Technical Customer Support coming from the SaaS space to lead and grow the team. You will report to our Chief Product Officer and become a product expert in order to lead a team of passionate Technical Customer Support reps responsible for troubleshooting technical issues and responding to general product questions. You’re passionate about solving problems while providing a world-class customer experience.

Who we are:

Convoso is a provider of omnichannel contact center software which dramatically increases customers' contact and lead conversion rates. We back the power of our advanced dialer with the human touch of a dedicated product expert. This invaluable combination delivers higher conversions with less outreach.

What you’ll be doing:

  • Building scalable and repeatable processes and training programs to bring new hires up to speed quickly, and increase your team’s overall knowledge in troubleshooting and solving technical customer issues.
  • Troubleshoot customer’s technical product issues and respond to “how to” questions via phone, email, and live chat.
  • Partner with QA and Engineering to resolve escalated technical issues from customers.
  • Serve as the final point of escalation for all technical customer support representatives.
  • Ensure that all system outages are responded to and resolved in a timely manner.
  • Maintain and proactively update the product knowledge base on troubleshooting and product-related questions.
  • Provide coaching and identify learning opportunities for new and existing team members.
  • Implement, measure, and report on department metrics, to ensure maximum customer satisfaction.
  • Collaborate and work with senior leadership to set direction and lead team meetings.
  • Analyze data trends, identify and recommend process, policy and system improvements resulting in increased customer satisfaction and team health.

Who you are:

  • 4+ years of experience in a Leadership role in Technical Customer Support
  • 2+ years of experience in troubleshooting and supporting a technical software/SaaS product
  • Experience hiring, managing, and leading a team of 10 or more
  • Managing Case Management and CRM systems such as Zendesk and Salesforce
  • Ability to analyze complex data and develop innovative recommendations and solutions
  • Excellent planning, organizing, and project management skills
  • Excellent verbal, written and presentation skills
  • Ability to interact effectively at all levels of the organization
  • Self Starter who takes initiative to do whatever it takes to achieve objectives and goals
  • Ideally has experience with telephony/voip technology

Work perks worth the hype:

  • Competitive compensation package 
  • Medical, dental, and vision insurance 
  • 401 (k) employer match program 
  • Gym membership reimbursement 
  • A team of highly experienced colleagues 
  • Casual office environment
  • Fully stocked kitchen (vegetarian-friendly) 
  • Catered family lunches together (Every Friday)
  • Monthly Massages
  • Your birthday off 

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Technology we use

  • Engineering
    • C++Languages
    • JavaLanguages
    • PerlLanguages
    • PHPLanguages
    • PythonLanguages
    • SqlLanguages
    • lampLanguages
    • jQueryLibraries
    • ReactLibraries
    • ReduxLibraries
    • AngularJSFrameworks
    • LaravelFrameworks
    • Node.jsFrameworks
    • SparkFrameworks
    • SymfonyFrameworks
    • TensorFlowFrameworks
    • ZendFrameworks
    • MySQLDatabases


5955 De Soto Ave Ste 210, Woodland Hills, CA 91367

An Insider's view of Convoso

What’s the vibe like in the office?

Our office vibe mirrors our core value "Work Hard Play Hard." There are days where everyone is working on their tasks and getting things done but we make sure to balance it out with ping pong breaks, video game Fridays, and company lunches.

Betty Ly


How do you collaborate with other teams in the company?

At Convoso, we like to promote collaboration amongst departments. It's always nice to see team-members work together to solve a problem!


VP Operations

How has your career grown since starting at the company?

Within the first year at Convoso I had absorbed enough knowledge to become a Software Engineer with leadership opportunities on the horizon. A short year after that I was promoted to Team Lead Engineer. Through hard work and great opportunities I was able to grow my career much more rapidly at Convoso than I could have at another software company


Team Lead Engineer

How do you make yourself accessible to the rest of the team?

My door is always open! If it's closed.. you can always message me. I am always ready to help and solve issues with the team.


VP Operations

What makes someone successful on your team?

We’re passionate about growth. We look for team members who are hungry and passionate about growing as individuals. We like to see initiative, adaptability, and a positive outlook. One of our core values is teamwork. We’re successful as a team when we focus on communication and working together toward our shared goal of putting our customers first.



What are Convoso Perks + Benefits

Convoso Benefits Overview

Competitive compensation package
Medical, dental, and vision insurance
401 (k) employer match program
Gym membership reimbursement
Fully stocked kitchen (vegetarian friendly)
Monthly massages
Weekly catered family lunches together
Weekly happy hours
Your birthday off

Friends outside of work
Eat lunch together
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Highly diverse management team
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K) Matching
Performance Bonus
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Company Outings
On and offsite team building events.
Stocked Kitchen
Some Meals Provided
Happy Hours
Happy hours are hosted On occasion .
Fitness Subsidies
Monthly Gym Reimbursement
Professional Development Benefits
Cross functional training encouraged
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