Director of Support

Contentsquare is the all-in-one experience intelligence platform designed to be easily used by anyone who cares about digital journeys. With our flexible and scalable platform, organizations quickly get a deep understanding of their customers’ whole online journey.

We are a global leader in the experience analytics space, with a growing presence across 15 offices worldwide. We’re here to stay—and we’re looking for team members who are excited to drive impact and help us scale even further.

Our aim is to create an inclusive workplace where everyone learns and succeeds. Contentsquare has built a community of individuals who are daring, understanding, and deliberate. We invite you to join us in making the complex simpler—for our customers, their customers, and each other.

Important note: Be careful of scammers pretending to be from Contentsquare. We will never ask for money or contact you through random texts. For more information, visit our careers blog.

We are looking for a Director of Support, America to join our team and help support our customers across the globe. The Support team provides international support for all of Contentsquare’s clients. They assist them with their use and configuration of Contentsquare’s platform. They provide diagnostic/troubleshooting support and technical expertise to answer questions and cases reported by customers, account managers, customer success managers and sales, in order to resolve specific product related issues while maximizing customer satisfaction.

What You’ll Do

• Structure and manage support for our NA customers with clear prioritization and objectives

• Lead the support team across the U.S. to ensure responsiveness to customer requests

• Monitor the performance and the customer’s satisfaction with SLAs to improve the support delivery and create a data-driven environment

• Gather and analyze information, evaluate impacts, resolve or escalate issues as needed

• Provide direction and ownership for escalations, contribute to new initiatives to improve case resolution

• Coordinate work and communication between the support team and other internal stakeholders (Engineering , Customer Success, Sales, Onboarding etc.)

• Build a strategy for the department’s structure, processes and tools to improve support availability, professionalism, and resolution time

• Drive the organization to deliver fast and clear resolution while mitigating business risks

• Act as a Customer-facing subject matter expert

What You’ll Need to Succeed

• 5+ years experience in providing customer facing support in digital marketing/SaaS companies

• 5+ years experience in management of a customer support teamA customer-oriented approach and a data-driven mindset

• Ability to establish and maintain strong relationships with a variety of internal and external stakeholders from technical contributors (Support, Sales, Customer Success, Engineering etc.) to senior management 

• Ability to clearly communicate high level technical issues to a non-technical audience

• Experience leading and working with cross-functional teams effectively

• Possess strong analytical skills to understand and solve complex problems

• You know how to get things done on time and prioritize tasks

$150,000 - $170,000 a year

Why you should join Contentsquare

We invest in our people through career development, mentorship, social events, philanthropic activities, and competitive benefits. We are always assessing the perks we offer to ensure we’re aligned with the employees' needs.

Here are a few we want to highlight:

- Virtual onboarding, Hackathon, and various opportunities to interact with your team and global colleagues both on and offsite each year

- Work flexibility: hybrid and remote work policies

- Generous paid time-off policy (every location is different)

- Immediate eligibility for birthing and non-birthing parental leave

- Wellbeing and Home Office allowances

- A Culture Crew in every country we’re based in to coordinate regular activities for employees to get to know each other and bond outside of work

- Every full-time employee receives stock options, allowing them to share in the company’s success

- We have multiple Employee Resource Groups, that offer a safe space for individuals who share common identities, life experiences, or allyship to connect, support one another, and passionately advocate for the issues close to their hearts

- And more benefits tailored to each country

Contentsquare is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.

Your personal data is used by Contentsquare for recruitment purposes only. Read our Job Candidate Privacy Notice to find out more about data protection at Contentsquare and your rights. You can exercise your rights by using our dedicated Data Subject Rights Portal here. 

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