About Our Client
Our client offers the first and only client experience platform tailored for appointment-based, self-care businesses like salons, spas, and barbershops. Developed through hands-on research with salon managers, the platform is modern, user-friendly, and designed to help businesses not just survive but thrive. Rooted in a culture of curiosity and innovation, the team values simplicity, impact, and diversity—believing that openness and inclusivity lead to the best work.
About The Role
The Customer Experience group is responsible for launching, supporting, and strengthening relationships with the company’s customers. They are looking for a highly motivated, experienced, and forward-thinking Director, Customer Support to lead and evolve their dynamic customer service teams. In this leadership role, you will be responsible for overseeing the entire customer support function, spanning from frontline Tier 1 support specialists to the growing technical support team.
You’ll develop and execute the customer service strategies, scale processes and workflows to ensure the delivery of exceptional experiences for all of the company’s customers. You will lead a team of managers and customer support specialists, collaborate across departments to enhance the customer journey, and set the vision for support operations that align with the business goals. This role requires strong leadership skills, strategic communication, and the ability to balance immediate customer needs with long-term business objectives.
What you’ll do here:
Strategic Leadership
- Develop and execute a long-term vision and strategy for the customer support organization and influence the trajectory of the support organization to align with the company’s overall business objectives.
- Establish and communicate clear customer service goals, ensuring that the team is aligned with company priorities and performance targets.
- Act as a key player in modeling and driving values, ensuring the team acts with a customer-first mentality and that all customer needs are understood and addressed in all decision-making processes.
Team Leadership & Development
- Lead and inspire a team of customer support managers and specialists to deliver outstanding service.
- Implement strategies for continuous development of customer support leadership, promoting a high-performance, collaborative environment.
- Oversee hiring, training, and professional development initiatives to build a strong and capable team.
- Foster a culture of accountability, empowerment, and customer-centric thinking across all levels of the support department.
- Conduct regular performance reviews, leading with empathy while providing constructive feedback to support the professional development of team members.
Operational Excellence
- Optimize customer support operations, organizational structure, workflows, and cross-functional initiatives to ensure efficiency, scalability, and quality both short and long term.
- Develop and implement best practices, processes, and policies for handling customer inquiries, complaints, and support requests.
- Ensure the use of appropriate customer support tools and technology to enhance team productivity and customer experience, including optimizing Bot AI utilization and effectiveness.
- Monitor service levels, response times, and customer satisfaction metrics to ensure high standards are met and exceeded.
- Establish, monitor, and own all team metrics, ensuring KPIs are met while identifying areas for improvement to drive support efficiency and effectiveness.
- Partner with team and cross-functional leadership to identify and execute optimizations in overall workflows
- Manage workforce planning, schedules and needs to meet the evolving customer demands, as the company’s business continues to grow.
Escalation & Crisis Management
- Take ownership of the most complex or escalated customer issues, ensuring timely and effective resolutions.
- Lead the development of crisis management plans and ensure the team is prepared to handle high-pressure situations.
- Act as the voice of the customer when communicating with leadership, advocating for solutions that prioritize customer satisfaction and loyalty.
Strategic Alignment & Collaboration
- Champion initiatives that align with business goals and improve the overall customer experience, proactively identifying and resolving pain points across touchpoints throughout the customer journey.
- Analyze customer feedback, support interactions, and data to identify opportunities for product, service and team improvements.
- Collaborate with product, marketing, and sales teams to address customer feedback, improve the overall customer experience, and resolve any recurring issues.
- Advocate for customers and team members, serving as a bridge between internal stakeholders and customer-facing teams.
Data-Driven Insights & Reporting
- Develop and manage customer support KPIs and metrics to track team performance, service quality, and customer satisfaction.
- Provide regular updates and reports to senior leadership, highlighting trends, areas for improvement, and success stories.
- Use data to drive decision-making, process improvements, and resource allocation within the support team.
What you’ll need to thrive:
- Strategic Communication: Anticipate questions and craft responses that align short-term customer needs with long-term business goals.
- Constructive Conflict Resolution: Facilitate healthy discussions, mediate conflicts, and guide team members to view challenges as opportunities for growth.
- High-Level Problem Solving: Analyze complex situations, manage high-stakes accounts, and identify root causes to address systemic issues.
- Data Driven Decision Making: Analytical mindset with the ability to assess data, identify trends, and take action to improve service levels.
- Customer and Business Alignment: Align support strategies with broader business objectives, ensuring customer satisfaction.
- Fostering Autonomy and Growth: Encourage independent problem-solving and coach team members toward professional growth and confidence.
Qualifications
- Experience: Minimum of 5-7+ years of experience in customer support, with at 3+ years in a leadership or senior management role.
- Results Driven: Proven track record of managing large, high-performing customer support teams, including setting strategy, driving results, and developing talent.
- Operational Mindset: Strong expertise in customer support operations, process improvement, and customer experience management.
- Tools and Technology: Experience with customer support tools and CRM platforms (e.g., Intercom, Salesforce, Jira).
- Communication Skills: Exceptional communication and interpersonal skills, with the ability to influence and collaborate across all levels of the organization.
- Data Driven Decision Making: Strong analytical skills, with the ability to interpret data and implement strategies based on findings.
- Prioritization Strategies: Ability to navigate complex customer issues, balancing business goals with customer satisfaction.
- Adaptability: Proactive and adaptable, with a strong ability to drive change and innovation.
- Organizational Skills: Exceptional ability to manage competing priorities and deadlines in a fast-paced environment.
- Flexibility : The company is a tech company with customers doing business around the clock; team members occasionally work extended days as needed and provide on-call coverage on holidays or weekends.
How They’ll Take Care Of You:
Your total budgeted cash compensation for this role is between $151,200 – $216,000 USD, depending on your current skills, experience, training, and overall market demands. This range is subject to change, and there is always room for growth and advancement.
In addition to the wonderful people you’ll get to work with and challenging projects that’ll push you – the hiring company is here to make sure you’re always at the top of your game emotionally, mentally, and physically.
- ✨ They’ve got you covered with a 401(k) match plus dental, medical, vision, and life insurance.
- 🏝 Take a break whenever you need with the flexible vacation day policy.
- 🖥 Fully remote so you can choose where you want to work. You’ll receive a work from home stipend every month.
- 💚 Family planning resources and specialized support programs.
- 🔮 Equity: get ahead on the ground floor and grow with the company.
- 💅 A Learning and Development program allows employees to explore businesses in the market they serve.
Note:
“We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer. Swooped helps candidates around the world to discover and stay focused on the jobs they want until they can complete a full application in the hiring company career page/ATS.”