Director of Customer Support

Location: Bluffdale, UT
Date Posted: 09-23-2018

Director of Customer Support

Bluffdale, UT

About Our Client
They're bringing smart devices to apartment communities. The software, hardware, and service platform enables the owners and managers of multifamily properties to offer smart homes as an amenity to their residents while simultaneously improving the efficiency of their operations. The software is live in over a dozen markets and counting. They're a small team making a lot happen, they are the leaders in this space taking on some big names, and are on track for a billion dollar outcome.

Your Mission
Our focus on customer experience has been one of the major catalysts for the company's growth, and your challenge is to maintain our high sensitivity and responsiveness to customer needs, while while scaling the organization and driving efficiency into the process. You will be responsible for implementing tools and systems that scale to support thousands of service cases across the nation every month. You will be responsible for capturing, synthesizing, and communicating product, user education, and field service failure-patterns regularly for the relevant engineering and business stakeholders. You will drive the recruiting and building of an 'A player' team of representatives and inspire them to persist in their challenging role. This position is for someone who has grown a customer support organization, and is looking to step into an opportunity that could define their career. 

Outcomes and Responsibilities

  • Build systems and implement tools that can support the throughput of thousands of cases per month via multiple channels
  • Create effective communications structure between support and the engineering, field service, and customer success teams
  • Gather and report support data and patterns in a format that is easily consumed by business & engineering stakeholders
  • Ensure that the processes and tools adopted maintain or improve the customer's feeling that we care
  • Build an operation that sustainably provides responsive, 24/7 coverage

We Are Looking for...

  • Someone with experience building out an early stage customer support team
  • A leader who can inspire a team who works day-after-day assisting demanding customers
  • A clear communicator who can collaborate effectively with engineering and business stakeholders alike
  • An individual who is comfortable with a spreadsheet and crafts their strategies using data
  • Someone who has personally worked in a role supporting a physical technology product
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