Director of Customer Support

| Greater LA Area
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Based in Los Angeles, HelloTech provides professional and affordable on-demand tech support via a network of fully vetted independent technicians throughout the US. HelloTech providers deliver a wide range of services, focusing on computer support and repair, home networks, smart home devices and televisions. We are at the intersection of several powerful trends including the “gig” economy, smart homes, and in-home aging.

We are looking for a Director of Customer Support to lead our global support teams across the U.S. and Philippines. In this role, you’ll own all call center responsibilities, strengthen our existing workflow, and support career development for your team. We are fast paced and continuously evolving. The ideal candidate is a big picture thinker with the ability to roll up their sleeves and get things done. If you are self-motivated, proactive, analytical, and enjoy improving efficiency and leading a team, we want to hear from you!

Responsibilities

  • Oversee and maintain a global team of customer support professionals who provide the framework for a 24/7 support operation
  • Conduct forecasting and capacity planning for a support structure spread across multiple work sites both on and offshore
  • Efficiently scale the business to meet customer growth and internal performance metrics with an emphasis on positive unit economics and effective cost management
  • Review and own customer service strategy and improve on key metrics
  • Define customer service priorities and clearly communicate them across the company
  • Partner with the executive team to align customer service department policies and systems with business objectives
  • Provide feedback to the executive team regarding service failures or customer concerns
  • Work with the Product and Engineering teams to develop scalable support solutions designed to maximize support levels and reduce operational expenditures
  • Oversee Quality Assurance programs to ensure service expectations are consistently met across all communication channels (Phone, Chat, Email, SMS)
  • Prepare performance reports by collecting, analyzing, and summarizing data and trends across each location
  • Continually evaluate company policies to ensure that we are providing timely, fair, and consistent service to our customers in keeping with industry standards and evolving customer expectations
  • Identify opportunities for leadership development, coaching, and training
  • Embrace a feedback culture by setting clear expectations for direct reports through strong communication, goal setting, and performance management

Requirements

  • 10 years of customer support and management experience
  • 5+ years of experience leading distributed teams and managing a team of managers
  • Experience using web-based helpdesk systems (Kustomer and Amazon Connect are a plus)
  • Experience in using support forums and/or knowledge repositories
  • Vendor Management
  • Proven history of managing a large team in multiple locations (Experience in managing a team in the Philippines is a plus)
  • Excellent communication skills, including issue tracking, triaging, and escalations management
  • Experience with scaling a multi-channel, multi-location, and international support team
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