LSPedia, a leading SaaS B2B solution provider, is looking for an experienced Director of Customer Support to lead and manage a growing team of 10+ support staff. The Director will be responsible for developing and implementing strategies to improve customer satisfaction, reduce resolution times, and create a scalable support structure. The ideal candidate is a process-oriented leader who has a passion for building efficient, data-driven support systems, establishing a robust knowledge base, and developing talent within the support team.
- Key Responsibilities:
- Team Leadership & Development:
- Lead and manage a team of 10+ support engineers, including hiring, training, and growing the team.
- Develop and implement a plan to improve team expertise in subject matter areas relevant to LSPedia's products and customers.
- Provide ongoing coaching and mentoring to improve individual and team performance.
- Support Process Optimization:
- Establish clear processes for ticket triage, escalation, and resolution to improve efficiency and effectiveness in customer issue handling.
- Implement documentation procedures for all customer interactions, ensuring proper data collection and insights for KPI analysis.
- Improve average resolution time through process improvements, better training, and efficiency tools.
- Customer Content Issue Management:
- Define scope for support, ensuring clear boundaries between support-resolvable issues and customer-owned issues.
- Build processes and workflows to guide support engineers in helping customers correct their content-related issues, while documenting time and resources spent on these tasks.
- Knowledge Base Development & Self-Service Enablement:
- Create and maintain a comprehensive knowledge base that allows customers to self-help on common issues, reducing repetitive tickets.
- Ensure the knowledge base includes clear instructions for system configuration, workflow issues, and common data content errors.
- Enable support engineers to contribute to the knowledge base regularly as they handle new issues.
- Customer Satisfaction & Ticket Resolution:
- Implement performance metrics and KPIs to track ticket resolution times, customer satisfaction, and team performance.
- Use data to identify recurring issues, bottlenecks, and inefficiencies, and propose solutions to optimize the support process.
- Set up a feedback loop with customers to improve processes based on real-world issues and their expectations.
- Cross-Functional Collaboration:
- Collaborate with product, engineering, and sales teams to ensure customer feedback is incorporated into product improvements.
- Work closely with customer success and account management teams to align on support expectations, escalation processes, and customer satisfaction goals.
Minimum Requirements:
- Bachelor's degree in computer science, Information Technology, Business, or a related field.
- 8+ years of experience managing SaaS operations, with a strong background in B2B SaaS environments.
- Proven ability to manage and grow a team in a high-paced, customer-focused environment.
- Experience building and maintaining a customer-facing knowledge base.
- Strong technical background with the ability to understand SaaS systems, workflows, and customer data issues.
- Excellent communication and interpersonal skills, with the ability to manage customer relationships and handle escalations.
- Strong analytical skills, with experience in data collection and KPI reporting to drive performance improvements.
- Proficient in using customer support software, CRM systems, and ticketing systems such as Zendesk, Jira, or similar platforms.
Preferred Qualifications:
- Experience with process improvement methodologies (e.g., Six Sigma, Lean).
- Experience with change management and implementing new processes and systems to scale a support team.
- Experience working in B2B environments with complex workflows and technical systems.
- Familiarity with product management tools and collaboration platforms to work effectively with cross-functional teams.
Benefits:
- Competitive salary and bonuses.
- Comprehensive health insurance.
- 401(k) with employer match.