Director of Customer Support
Postscript is redefining marketing for ecommerce companies. By introducing SMS as an entirely new channel for ecommerce stores to engage, retain, and convert their customer base, brands are seeing huge ROI with Postscript. Backed by Greylock, Y Combinator and other top investors, Postscript is growing fast and looking for remarkable people to help build a world class organization.
As a Director of Support, you will build and lead a team of Customer Experience Associates and Technical Support Specialists, setting a bar of excellence for CX at Postscript. As a leader on the team, you will help develop our evolved support strategy to align with our ever-increasing and more technical customer base. You’ll work cross-functionally with other key leaders to ensure our customers receive high-quality, quick, and thorough resolutions. You will be a culture driver in maintaining and continuing the high standard of excellence our customers have grown to expect.
This position is fully remote.
Primary duties
- Develop and drive the strategic direction of the Postscript Support organization
- Maintain an expert-level understanding of the Postscript product, along with larger e-commerce & marketing knowledge
- Evolve and grow a highly engaged, high performing Support team that prides themselves on teamwork and customer satisfaction
- Foster a strong sense of accountability to customers and other Postscript team members
- Develop plans for team members’ continued career growth and have regular coaching and feedback sessions
- Develop the capabilities of our technical support specialist function
- Develop and implement regular reporting cadence on Support metrics and team performance.
- Build sustainable and repeatable processes between Support and Engineering - driving customer insights, sharing feedback, and accelerating resolutions
- Own escalated customer issues. Problem-solve and resolve difficult issues in a way that strongly exhibits our core values and customer philosophy.
- Help automate support processes when appropriate
- Identify opportunities to continuously improve the customer experience
- Proactively communicate with internal stakeholders to align on new opportunities or mitigate risks
- Develop and implement effective, repeatable processes and playbooks for your team.
- Update our systems and tools to increase efficiency and effectiveness
What We’ll Love About You
- 5+ years Sr. Manager/Director - level experience in Support, leading high-performing teams
- Demonstrated experience with building mid-stage Support teams
- Demonstrated experience in coaching and mentoring Customer Experience Associates and Technical Support Specialists
- Demonstrated history of strong team performance, preferably in hyper-growth environments
- Demonstrated ability to collaborate cross-functionally to improve processes
- Strong process orientation and ability to drive a consistent and repeatable experience
- Strong analytical skills, with a data-driven, metrics-oriented mindset
- Strong technical skills, able to understand the nuances of Postscript’s product and SMS deliverability
- Demonstrated passion for e-commerce businesses and entrepreneurship
What You’ll Love About Us
- Salary range of USD $114,000-$130,000 base plus significant equity (we do not have geo based salaries)
- High growth startup - plenty of room for you to directly impact the company and grow your career!
- Work from home (or wherever)
- Fun - We’re passionate and enjoy what we do
- Competitive compensation and opportunity for equity
- Flexible paid time off
- Health, dental, vision insurance
What to expect from our hiring process:
- Intro Call: You’ll hop on a quick call with the Recruiter so we can get to know you better — and you can learn a little more about the role and Postscript.
- Hiring Manager Intro: You’ll hop on a quick call with the Hiring Manager so your future Manager can get to know you better — This is a great time to learn more about the team & position.
- Virtual Onsite Interviews: You’ll be meeting with 2-4 team members on a series of video calls. This is your chance to ask questions and see who this role interacts with on a daily basis.
- Homework Assignment: We will send over an exercise that challenges you to solve a problem & come up with a creative solution, or outline how you've solved a problem in the past. Get a feel for what you’ll be doing on a daily basis!
- Final FEACH Interview: This is our interview to assess your ability to represent how you work via our FEACH values. As we build the #1 team in Ecommerce, we look for individuals who embody FEACH professionally and personally. We want to hear about this in your final interview!
- Reference Checks: We ask to speak with at least two references who have previously worked with you, at least one should be someone who has previously managed your work.
- Offer: We send over an offer and you (hopefully) accept! Welcome to Postscript!
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You are welcome here. Postscript is an ever-evolving place of equal employment for talented individuals.