Be an early applicantLess than 25 applicants

Company

Flock Safety · 5 hours ago

Director of Customer Support

United States

Full-time

Remote

Director/Executive

$160K/yr - $220K/yr

5+ years exp

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ManufacturingPublic Safety

Comp. & BenefitsU.S. Citizen Only

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Responsibilities

Coach an experienced team of support professionals while driving improvements in customer satisfaction, response times, and issue resolution.

Balance day-to-day support operations with strategic planning and long-term support initiatives.

Represent Customer Support in cross-functional and leadership discussions.

Create and implement new processes to improve the efficiency and effectiveness of a high-performing support team.

Build a Voice of the Customer program to take feedback from our customers to leadership to drive change.

Achieve SLAs and hit goals utilizing multiple communication channels (chat, email, phone).

Manage ambiguity and change effectively.

Self-manage and prioritize multiple tasks and projects simultaneously.

Build digital programs to deliver proactive value to customers at scale.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Customer support leadershipManaging people managersCustomer relationship managementBuilding support structuresStrategic planningProcess improvementVoice of the Customer programSLA achievementBuilding digital programs

Required

5+ years of experience leading a support team in a high-volume environment and delivering improvements to the customer support experience.

3+ years managing second line level people managers/ leaders.

Proven track record of developing and maintaining customer relationships, ensuring high satisfaction, and resolving escalations.

Experience building a tiered structure to address multiple levels of complexity in support engagements.

Strong ability to balance day-to-day support operations with strategic planning and long-term support initiatives.

Executive presence with the ability to represent Customer Support in cross-functional and leadership discussions.

Experience creating and implementing new processes to improve the efficiency and effectiveness of a high-performing support team.

Experience building a Voice of the Customer program to take feedback from our customers to leadership to drive change.

Ability to achieve SLAs and hit goals utilizing multiple communication channels (chat, email, phone).

Highly adaptable and comfortable with navigating fast-paced, evolving environments.

Strong communication skills, able to explain both technical and non-technical issues clearly and concisely.

Diplomatic and calm under pressure, with a high comfort level managing ambiguity and change.

Demonstrated ability to self-manage and prioritize multiple tasks and projects simultaneously.

Experience building digital programs to deliver proactive value to customers at scale

Benefits

Use what you need PTO : We seriously mean it, plus 11 company holidays and your birthday off!

Fully-paid health benefits plan for employees : including Medical, Dental, and Vision and an HSA match.

Family Leave : All employees receive 12 weeks of 100% paid parental leave. Birthing parents are eligible for an additional 6-8 weeks of physical recovery time.

Fertility & Family Benefits: We have partnered with Maven, a complete digital health benefit for starting and raising a family. We will reimburse $10,000 a year for adoption, surrogacy, or fertility.

Mental Health: All employees receive an annual subscription to Headspace.

Caregiver Support: We have partnered with Cariloop to provide our employees with caregiver support

Carta Tax Advisor: Employees receive 1:1 sessions with Equity Tax Advisors who can address individual grants, model tax scenarios, and answer general questions.

WFH Stipend: $150 per month to cover the costs of working from home.

Productivity Stipend: $250 per year to use on Audible, Calm, Masterclass, Duolingo, Grammarly and so much more.

Home Office Stipend: A one-time $750 to help you create your dream office.

Coworking Space: If you’re not local to our ATL HQ, we’ll provide $250 a month to get you set up with an All Access Membership to WeWork (or a local coworking space in your area).

Pet Insurance: We’ve partnered with Pumpkin to provide insurance for our employee’s fur babies.