Inside Real Estate · 22 hours ago
Vice President, Support
Murray, UT
Full-time
Remote
Director/Executive
10+ years exp
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Responsibilities
Define and develop a world-class customer support strategy aligned with our company’s business objectives.
Educate the Executive team on Supports’ successes and challenges, with suggestions and recommendations on how we can improve.
Orient the entire support department around OKR’s.
Lead, mentor, and manage a high-performing customer support team.
Create pathways for growth and development for all levels of the organization (from tier 1 reps all the way to management levels).
Implement and manage a wide variety of support tools that optimize the customer experience and support operations.
Ensure cost efficiencies without compromising on quality or SLA achievement.
Partner with Finance to develop and manage a budget for the Support team.
Create formal and informal ways to drive an organization of extreme ownership.
Build relationships with key stakeholders in Product, Engineering, Customer Success, etc., that ensure resolution of customer issues and to create pathways that mitigate future issues.
Own end-to-end reporting on the customer experience as well as the agent experience.
Use insights to: inform other internal business units, create staffing plans, develop training
Qualification
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Required
Proven experience (10+ years) in customer support, with at least 5 years in a senior leadership role, preferably in a SaaS environment.
Experience running both customer support and technical support operations at organizations with greater than >$100 million dollars in ARR.
Strong understanding of customer support technologies, tools, and best practices.
Proven ability to deliver differentiated support offerings/pathways to customers based on tech stack, size and/or spend.
Strong analytical skills with experience in using data to drive decision-making and improvements.
Excellent communication, interpersonal, and problem-solving skills.
Can work in a face paced environment where decisions are made quickly and ability to run your department.
Positive can do attitude can make decisions quickly and has a history of delivering winning outcomes.
Preferred
Understanding of the real estate market.
Knowledge of SaaS business models and industry trends.
Experience in managing large-scale support operations and global teams, both direct and BPO affiliated.
Benefits
Competitive salary
3 Medical plans to choose from - 1 PPO and 2 HDHPs
2 Dental plans to choose from
Vision
HSA - company-funded FSAs - healthcare, limited purpose, dependent care
Short-Term Disability - company-paid
Long-Term Disability - company-paid
Basic Employee Life Insurance - company-paid
Voluntary Dependent Life Insurance
Voluntary Accident Insurance
Voluntary Critical Illness
Voluntary Hospital Indemnity
Legal Plan
ID Protection
Pet Insurance
401(k) Retirement Savings with company match
Paid PTO/Vacation/Sick Time
11 company-recognized holidays
Company-paid Parental/Disability Leave
Company
Inside Real Estate
Inside Real Estate is a marketing software for real estate agents.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
unknownKey Investors
Genstar Capital42 Ventures
2021-12-23Private Equity· undefined
2019-08-20Acquired· undefined
2016-10-31Private Equity· undefined
Leadership Team
Joe Skousen
Founder & CEO
Nick Macey
President - CORE Division
Recent News
2024-11-15
Company data provided by crunchbase
