Director of Customer Support

| Greater LA Area
Apply now

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 

Read Full Job Description
Apply now

Technology we use

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

Location

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

An Insider's view of Convoso

What are some social events your company does?

We do lots of fun, on and offsite, team building events, have weekly catered family lunches, a stocked kitchen and happy hours ~ monthly massages, and your birthday off!

Jenn

Head of Talent

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!

Meg

Head of Operations

How has your career grown since starting at the company?

I started here on a 3 month contract to fill 5 roles and move on... I have now been here almost a year, have taken ownership of, and am building out the department. We are in the process of tripling the size of our company. Fun, busy, and exciting times at Convoso!

Jenn

Head of Talent

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.

Meg

Head of Operations

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

Culture
Friends Outside of Work
Eat Lunch Together
Open Door Policy
Team-Owned Deliverables
Team-Based Strategic Planning
Group Brainstorming Sessions
Open Office Floor Plan
Diversity
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)
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 .
Parking
Fitness Subsidies
Monthly Gym Reimbursement
Professional Development Benefits
Cross-Functional Training Encouraged
Promote from Within
More Jobs at Convoso11 open jobs
All Jobs
Dev + Engineer
HR
Marketing
Operations
Product
Sales
HR
new
Los Angeles
Marketing
new
Los Angeles
Operations
new
Los Angeles
Operations
new
Los Angeles
Operations
new
Los Angeles
Sales
new
Los Angeles
Product
new
Los Angeles
Sales
new
Los Angeles
Developer
new
Los Angeles
Operations
new
Los Angeles
Apply now
Save jobView Convoso's full profileSee more Convoso jobs