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LINQ · 1 month ago

Senior Director, Customer Support

Austin, TX

Full-time

Hybrid

Director/Executive

15+ years exp

LINQ is a high-growth software company dedicated to empowering K-12 district teams with cloud-based solutions. The Senior Director of Customer Support will lead the customer support function, focusing on enhancing customer satisfaction and loyalty while managing a high-performing team.

Software

Responsibilities

Develop and execute the overall customer support strategy aligned with the company's goals and objectives

Drive initiatives to enhance customer satisfaction, retention, and loyalty through exceptional support experiences

Collaborate with cross-functional teams to integrate customer feedback into product development and improvement processes

Lead, mentor, and inspire a team of customer support managers and representatives

Set clear objectives, provide regular feedback, and facilitate professional growth and development opportunities for team members

Foster a culture of accountability, collaboration, and continuous improvement within the customer support organization

Develop and optimize support processes and workflows to ensure efficiency and effectiveness

Beat key performance indicators (KPIs) and metrics to measure and track the performance of the customer support function (First Time Response, Backlog, Time to Resolution, CSAT)

Analyze data and trends to identify areas for improvement and implement solutions to enhance the overall support experience

Oversee the resolution of escalated customer issues and complaints, ensuring timely and satisfactory outcomes

Proactively engage with customers to gather feedback, address concerns, and identify opportunities to enhance the customer experience

Develop and maintain strong relationships with key customers, serving as a trusted advisor and advocate for their needs

Evaluate and implement customer support technologies and tools to streamline processes and improve productivity

Stay current with industry trends and best practices in customer support technology, incorporating innovations to enhance service delivery

Build out AI capabilities (QA Program, Chat, Email, Voice)

Qualification

Customer support strategyCustomer engagementData analysisTeam managementCustomer support technologiesSaaS experienceCommunicationInterpersonal skillsStrategic thinkingProblem-solving

Required

Bachelor's degree in Business Administration, IT, Computer Science or related field

15+ years of Support including 10+ years of Leadership in high-growth, fast pace SaaS Companies

Strong leadership and management skills, with the ability to inspire and motivate teams to achieve goals and objectives

Excellent communication and interpersonal skills, with the ability to interact effectively with customers, employees, and senior management

Analytical mindset with the ability to leverage data and metrics to drive decision-making and continuous improvement

Demonstrated strategic thinking and problem-solving abilities, with a focus on delivering exceptional customer experiences

Willingness to travel occasionally for customer visits, conferences, and other business-related events

Flexibility to work non-standard hours as needed to support global and nationwide customers and team members in different time zones

Preferred

Experience with customer support technologies and tools (e.g., Chat, zoom, salesforce, AI, ticketing platforms)

Benefits

Flex Your Workspace: Work remote from one of our eligible states across the US, or if you’re near Austin three days in office a week!

Planning Your Future: Our 401(k) plan comes with a 4% employer match on total earnings (not just your base salary).

Performance Pays Off: Whether it’s a company bonus or target sales commission, your hard work doesn’t go unnoticed.

Vacation Your Way: Our flexible Open Paid Time Off Plan lets you take the time you need, when you need it.

Paid Parental Leave: Take the time you need to welcome your new addition – We’ve got you covered!

Ten Paid Corporate Holidays: Enjoy a little extra downtime to relax and recharge with the ten paid holidays each year.

Giving Back: Feel good while doing good – 16 paid volunteer hours to support the causes that matter most to you. #LINQCares

Benefits That Have Your Back (And Teeth, Too!): Rock-solid medical, dental and vision coverage. Pick your vibe: a low deductible PPO and pair with an FSA or a HDHP with a sweet HSA – with contributions from LINQ. Dental perks that even cover braces for the kiddos.

Wellness Perks: Employer-paid Short-Term Disability, Long Term Disability, Basic Life, and AD&D insurance. Gym reimbursements and tons of extra savings on travel assistance, employee assistance, and even pet insurance options.

Grow With Us: Invest in yourself with professional development opportunities to keep leveling up your skills.

Rewards For Referrals: Got an amazing candidate in your network? Send them our way and earn a referral bonus when they join the team!