Senior Director, Customer Support

About The Team:

LINQ’s Customer Experience department is the heart and soul of our commitment to supporting k12 schools and districts. We’re not just here to answer questions, we’re here to build trust, solve problems, and ensure every customer feels empowered to succeed with our solutions. From onboarding, and training, to troubleshooting and beyond were the guides to help administrators and educators navigate their daily challenges. 

About The Role:

As the Senior Director of Customer Support, you will play a critical roleleading and developing the customer support function within our organization. You will be responsible for designing and executing strategies to ensure exceptional customer experiences, driving customer satisfaction, retention, and loyalty. Your leadership will be instrumental in building and maintaining a high-performing team, fostering a culture of excellence, and implementing best practices to meet and exceed customer expectations.

The role of Senior Director, Customer Support is pivotal in ensuring that our customers receive world-class support and service. If you are a strategic thinker, a passionate leader, and are committed to driving customer satisfaction and loyalty, we invite you to join our team and help shape the future of our customer support organization.   

What You’ll Be Doing:  

Strategic Leadership:

• 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.

Team Management and Development:

• 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.
• Build Offshore & Seasonal Contractor Bench

Operational Excellence:

• 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.

Customer Engagement and Escalation Management:

• 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.

Technology and Tools:

• 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) 

What We Are Looking For: 

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

The Tech: 

• Salesforce
• Microsoft Suite
• Dialpad
• Fully Story

Travel Requirements:  

• Limited travel may be necessary in high demand seasons. Valid Driver’s License required.