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Director of Customer Support

| Austin
What we do:
TrendKite is transforming the way the world views earned media - and we’re making life better for PR professionals in the process. Our platform harnesses big data and analytics to easily measure the impact news coverage has on a brand’s reputation, website traffic, and business goals. As a venture backed, high traction startup, we’re disrupting a huge existing market while helping companies like Nike, Google, Delta, SXSW and hundreds more turn PR coverage into real business impact.
Our Culture:
The TrendKite team is smart, passionate, and loves the hands-on hard work it takes to build a great company. As a company, we work hard, play hard, and do everything we can to make our customers wildly successful. We're a motivated group with a passion for start-ups and the wild but rewarding ride they entail. Enjoy doing stuff outside of the office? Us too! We celebrate our successes outside of work and take care of our people with solid benefits. 
TrendKite is looking for a Director of Customer Support with a successful track record of leading a world-class B2B SaaS customer support organization, preferably in the digital marketing space.

Here's what you'll do:

  • 2-5 years experience in running a customer support organization
  • Solid experience and understanding of customer ticketing and KPIs for in-app chat, ticketing, knowledge base management
  • Successful track record of consistently improving productivity of customer support teams in multiple time zones - EMEA, APAC, Americas.

Here's what we're looking for:

  • Excellent second line management skills
  • Excellent coaching and mentoring skills for technical support positions in phone, email and chat roles
  • Zendesk ticketing solution experience
  • CRM (Salesforce) and Zendesk integration knowledge
  • Work collaboratively with Customer Success, Account Management and Product Management, Product Development teams
  • Bring innovative ideas and constantly experiment
  • Embrace change on a daily basis and thrive in ambiguous situations
  • Extreme Ownership - take responsibility for the situation and "own" the outcome
  • Embody TrendKite Core Values in your daily work life
  • Please apply only if you are able to provide references from former supervisors

This job is located in our HQ office in downtown Austin, TX. TrendKite is proud to be an equal opportunity employer, seeking to create a welcoming and diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

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Technology we use

  • Engineering
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RubyLanguages
    • SqlLanguages
    • D3JSLibraries
    • ReactLibraries
    • ReduxLibraries
    • HadoopFrameworks
    • Ruby on RailsFrameworks
    • SparkFrameworks
    • CassandraDatabases
    • MemcachedDatabases
    • MySQLDatabases
    • Neo4jDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • ElasticsearchDatabases

Location

We are in the heart of Downtown Austin's burgeoning startup scene, directly across from the Capital Factory and a block away from Congress.
At TrendKite, grow your career — and still find time to ride the hoverboard
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What are TrendKite Perks + Benefits

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Stocked Kitchen
Happy Hours
Parking
Recreational Clubs
Fitness Subsidies

Additional Perks + Benefits

Fully Stocked Fridge and Pantry- Quality lunch foods and snacks to keep you fueled
Friday Bytes and Bites- Company updates and awesome trainings for you.
Paid Parking- Worth its weight in gold in downtown Austin.

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