Director of Customer Support

As a Director of Support, you will build and lead a team of Customer Experience Associates and Technical Support Specialists, setting a bar of excellence for CX at Postscript.  As a leader on the team, you will help develop our evolved support strategy to align with our ever-increasing and more technical customer base. You’ll work cross-functionally with other key leaders to ensure our customers receive high-quality, quick, and thorough resolutions.  You will be a culture driver in maintaining and continuing the high standard of excellence our customers have grown to expect.  

This position is fully remote. 

Primary duties

• Develop and drive the strategic direction of the Postscript Support organization

• Maintain an expert-level understanding of the Postscript product, along with larger e-commerce & marketing knowledge

• Evolve and grow a highly engaged, high performing Support team that prides themselves on teamwork and customer satisfaction

• Foster a strong sense of accountability to customers and other Postscript team members

• Develop plans for team members’ continued career growth and have regular coaching and feedback sessions

• Develop the capabilities of our technical support specialist function

• Develop and implement regular reporting cadence on Support metrics and team performance. 

• Build sustainable and repeatable processes between Support and Engineering - driving customer insights, sharing feedback, and accelerating resolutions

• Own escalated customer issues. Problem-solve and resolve difficult issues in a way that strongly exhibits our core values and customer philosophy. 

• Help automate support processes when appropriate

• Identify opportunities to continuously improve the customer experience

• Proactively communicate with internal stakeholders to align on new opportunities or mitigate risks

• Develop and implement effective, repeatable processes and playbooks for your team. 

• Update our systems and tools to increase efficiency and effectiveness 

What We’ll Love About You

• 5+ years Sr. Manager/Director - level experience in Support, leading  high-performing teams

• Demonstrated experience with building mid-stage Support teams

• Demonstrated experience in coaching and mentoring Customer Experience Associates and Technical Support Specialists

• Demonstrated history of strong team performance, preferably in hyper-growth environments

• Demonstrated ability to collaborate cross-functionally to improve processes

• Strong process orientation and ability to drive a consistent and repeatable experience 

• Strong analytical skills, with a data-driven, metrics-oriented mindset

• Strong technical skills, able to understand the nuances of Postscript’s product and SMS deliverability

• Demonstrated passion for e-commerce businesses and entrepreneurship

What You’ll Love About Us

• Salary range of USD $114,000-$130,000 base plus significant equity (we do not have geo based salaries)

• High growth startup - plenty of room for you to directly impact the company and grow your career!

• Work from home (or wherever)

• Fun - We’re passionate and enjoy what we do

• Competitive compensation and opportunity for equity

• Flexible paid time off

• Health, dental, vision insurance

What to expect from our hiring process:

• Intro Call: You’ll hop on a quick call with the Recruiter so we can get to know you better — and you can learn a little more about the role and Postscript. 

• Hiring Manager Intro: You’ll hop on a quick call with the Hiring Manager so your future Manager can get to know you better — This is a great time to learn more about the team & position. 

• Virtual Onsite Interviews: You’ll be meeting with 2-4 team members on a series of video calls. This is your chance to ask questions and see who this role interacts with on a daily basis.

• Homework Assignment: We will send over an exercise that challenges you to solve a problem & come up with a creative solution, or outline how you've solved a problem in the past. Get a feel for what you’ll be doing on a daily basis!

• Final FEACH Interview: This is our interview to assess your ability to represent how you work via our FEACH values. As we build the #1 team in Ecommerce, we look for individuals who embody FEACH professionally and personally. We want to hear about this in your final interview!

• Reference Checks: We ask to speak with at least two references who have previously worked with you, at least one should be someone who has previously managed your work.

• Offer: We send over an offer and you (hopefully) accept! Welcome to Postscript!

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