Director, Customer Support

| Greater LA Area

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.

Read Full Job Description
Apply now

Technology we use

  • Engineering
  • Product
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • SqlLanguages
    • jQueryLibraries
    • ReactLibraries
    • Backbone.jsFrameworks
    • PlayFrameworks
    • MySQLDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • GainsightPXAnalytics
    • AmplifyAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • FigmaDesign
    • ConfluenceManagement
    • JIRAManagement
    • ZeplinManagement

Location

Located in the heart of Sherman Oaks, ringDNA’s modern office provides easy access to great food and fun activities right outside our front door.

An Insider's view of ringDNA

How do you collaborate with other teams in the company?

As an engineer on the platform team, it’s vital I know what teams are doing and what’s important to them. I listen to support stand-ups for customer updates and talk regularly to sales/marketing to see what is driving the needle or creating roadblocks. Being proactive helps ensure everyone feels comfortable coming to me with questions or issues.

Tracy

Software Engineer

What makes someone successful on your team?

Grit. Put in the work necessary for the desired outcome. Transparency. Be ok with it and embrace it. We track every activity and outcome, and everyone knows what’s working and what isn’t. Coach-ability. The good and bad being available allows us all to improve. Finally, collaboration. There are no silos for teams. We work hard together to win.

John

Enterprise Account Executive

What are ringDNA Perks + Benefits

Culture
Friends outside of work
Eat lunch together
Intracompany committees
fun committee
Daily stand up
Open door policy
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Retirement & Stock Options Benefits
401(K)
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Flexible Work Schedule
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
We offer employees Free on-site garage parking.
Relocation Assistance
Professional Development Benefits
Lunch and learns
Acme Co. hosts lunch and learn meetings once per quarter.
Cross functional training encouraged
Promote from within
More Jobs at ringDNA17 open jobs
All Jobs
Design + UX
Dev + Engineer
HR
Legal
Marketing
Operations
Project Mgmt
Sales
Content
Sales
new
Los Angeles
Developer
new
Los Angeles
Project Mgmt
new
Los Angeles
Developer
new
Los Angeles
HR
new
Los Angeles
Operations
new
Los Angeles
Operations
new
Los Angeles
Developer
new
Los Angeles
Operations
new
Los Angeles
Operations
new
Los Angeles
Operations
new
Los Angeles
Design + UX
new
Los Angeles
Marketing
new
Los Angeles
Content
new
Los Angeles
Sales
new
Los Angeles