Director of Support
Splash's mission is to develop the most innovative event technology on the planet to help marketers reach and engage their target audiences. From simplifying event asset creation to capturing attendee insights and measuring event impact, Splash enables marketers to efficiently scale event programs and connect event-driven engagement to business results. More than half of the Fortune 500 use Splash to streamline event marketing execution and optimize performance.
What we’re looking for 🔎
The Director of Support develops and facilitates the vision for customer support to deliver excellent, value-added experiences that our customers rave about.
While incorporating industry best practices with customer and team feedback, this role defines the path to success within performance, operations and cross-functional initiatives. The Director of Support will be focused on scaling these success plans to generate revenue and support growth in new customer segments.
By coaching our high-performing team through these opportunities, this role empowers our customers to maximize success with Splash.
In this role, you’ll get to…
- Lead the team to deliver outstanding customer experience by optimizing our support workflows and operations
- Develop short-term and long-term roadmap and strategy to support company objectives
- Hire, train, and develop talent as well as build training and education programs
- Mentor and coach team leaders and team members with regard to the customer journey, customer experience, objection handling methodologies and quality of service
- Define KPIs, performance metrics and practices that align with a revenue-generating team
- Optimize tools and systems for efficiency, productivity and cost
- Introduce frameworks for scaling the team, staffing models, coverage and growth
- Collaborate with Tech and Product orgs to ensure clarity around goals, processes and product updates, integrating customer feedback.
- Collaborate with all teams in the CX organization to ensure value-added experience and continuously refine our Support Plans and offering
- Serve as a technical subject matter expert for the Splash platform
- Manage customer escalations while empowering the team to troubleshoot, communicate and lead customer interactions
- Provide regular reporting and analysis to Executive Team to support decision-making and strategy
On your first day we'll expect you to have..
- 7+ years of relevant experience in a leadership role of a multi-national support team
- Experience supporting Enterprise customers and multiple Support Plans / Offering
- Experience managing complex platforms
- Experience managing third-party contractors
- Strong communication and customer relationship skills, both written and oral
- Critical thinking and growth mindset
- Strong leadership skills with the ability to prioritize and execute to drive success
- Ability to successfully navigate ambiguity and adapt to new and dynamic environments
- Strong technical background with comprehensive experience using enterprise software, including support ticketing systems (e.g. Zendesk, Intercom), CRMs (e.g. Salesforce), and reporting tools (e.g. Sisense, Tableau)
About Splash Customer Experience
The Customer Experience organization leads all customer activities and experiences and is the primary driver of customer adoption, retention and expansion. Included in the CX org are the Customer Support, Customer Success Management, Professional Services and Strategy & Programs teams. Together, we build relationships with customers based on value and trust, partner with our customers to help them solve their business problems and guide their Splash journey, understand their business objectives and create meaningful educational experiences to maximize their event program success.
What we offer and other fun stuff!
We’re taking a new and improved approach to compensation and the way we #takecare of our Splashers. An approach that makes a lot more sense in this remote world we live in and looking toward the future of work. You can read more here. In a nutshell, we offer…
- 💰 Competitive base salary and stock options. Our success is your success 📈
- 💻 Brand new MacBook Pro / Linux and monthly stipend for work-from-home expenses.
- 🏥 Great healthcare benefits, with paid coverage for you and your family
- 🌴 Plenty of vacation days, with Splash-specific days off and 2 extra Mental Escape (M.E.) days per month to unplug from work
- 🗺 Remote first organization
- A bunch of other great perks/benefits that would make this description too long if we included it 😉
It doesn’t stop there! Although we’re a remote company, we understand the importance of in-person connection. 🛫 We have a yearly company offsite in New York (pending it being safe health-wise) and fun virtual events with the rest of your team and the company (IRL too when it’s safe!).
What’s next?
If you’re interested in joining the team, apply below and you can expect to hear from us soon 🙂. Please give us at least 2 weeks to get back to you. We promise we’re not ignoring you, playing Pokemon all day, or listening to the new J. Cole album on repeat (even though it’s 💯 ). It just takes a little TLC to go through all the applications and see if there’s a possible fit for you here.
When we find the right person, we try to put our best foot forward with an offer that excites you. We consider what you are looking for, the skills and experience you bring, what similar jobs pay and make sure there’s fair pay among those you’ll be working with. The base compensation amount for this role is targeted at $175,000-$200,000. In addition to your cash compensation, every full-time employee will be able to participate in our employee equity program. Final offer amounts are determined by multiple factors including your experience and expertise and may vary from the amounts listed above. What we can’t quantify for you are all the exciting challenges, supportive team, and amazing culture we enjoy. Please click here to gain invaluable insights from our Splash Culture Book.
At Splash, we believe that big ideas and great communities come from a team that celebrates diversity of all kinds. We are committed to being an equal opportunity workplace and encourage people from all backgrounds to apply.
*We collect personal information (PI) from you in connection with your application for employment with Splash, including the following categories of PI: identifiers, 8 personal records, 9 commercial information, 10 professional or employment information, 11 non-public education records 12 and inferences drawn from your PI. 1314 We collect your PI for our purposes, including performing services and operations related to your potential employment. For additional details or if you have questions, contact us at [privacy@Splash.com].