COMPANY INTRODUCTION

Tiger Pistol is an innovative, social advertising technology company experiencing explosive global growth. Over the last 8 years, we have been building the world’s most efficient and effective social advertising platform; delivering meaningful and measurable business impact for global brands, SMB resellers and agencies.  Our platform is now the world’s #1 social advertising automation platform.

As a Facebook Marketing Partner and in collaboration with them, Tiger Pistol has developed the future of social advertising at scale across Facebook, Instagram, Marketplace, WhatsApp, and more.  We have a fun, hardworking, and proud team that is focused on maintaining these traits as the basis for our culture. We have offices in Austin, TX (HQ), and Cleveland, OH.

We are currently seeking a Director of Client Support, to lead our team into a new era of growth. As the Director, you will be responsible for setting the standards by which we communicate with and support our customers, establish and monitor metrics for success, develop a career pathing and performance management plan, and work closely with other department leaders to ensure fluid cross functional information sharing.

RESPONSIBILITIES

• Day to day leadership of the Client Support team as they provide live phone, email, and chat support for clients, users, and advertisers who use our technology
• Mentor and coach team members, ensuring that client and staff satisfaction improve with every interaction
• Final point of escalation for clients who require elevated levels of care
• Accountable to established SLAs, proactively improving processes and training to exceed targets
• Ensuring the delivery of accurate, valid, complete and standardized information on Tiger Pistol systems and Social Advertising best practice using the right methods and tools
• Own responsibility of consistent training of platform users and end advertisers on product features and social advertising best practices via in-person, 1:1, and virtual events
• Drive process for actively seeking root cause and documenting through established channels
• Ensure accurate record keeping and documentation of client service actions and discussions
• Analyzing statistics and compile accurate reports internally and with our clients
• Perform gap analysis and establish inventory of internal process improvement initiatives including updating and maintaining a library of training materials, FAQs, and macros
• Represents the support team within the larger client services organization, and collaborates across company marketing and product initiatives

REQUIREMENTS

• 5-7+ years of experience in a leading a customer-facing or customer service role in a SaaS environment(s)
• Experience supervising and motivating teams with a desire to see others succeed
• Detailed oriented, self-motivated and highly organized
• Genuine care for clients and a passion to deliver positive client experiences
• Confidence and poise under pressure, particularly when leading teams through working with challenging and or sensitive client issues
• Ability to think critically and objectively
• Excellent written and verbal communication skills
• A results and team oriented attitude

PREFERRED EXPERIENCE

• SaaS and/or Social Media advertising experience
• Experience with helpdesk software such as Zendesk, Zoho Desk, Freshdesk, Jira Service Desk or Salesforce Service Cloud
• Bachelor’s degree in a related field

WHAT TIGER PISTOL OFFERS

• Scale-up company with strong growth year over year
• A solid development team, extremely high standards, and belief in providing autonomy
• A fun, energetic, and highly collaborative company environment
• Competitive Salary, 401K offerings, Healthcare benefits, and casual dress code
• Office located Downtown Austin
• Cold Brew on tap, drinks & snacks, free downtown parking 

COMPANY OVERVIEW

Tiger Pistol is an innovative social advertising technology company (we have built a SaaS platform for the automation of social advertising) experiencing explosive global growth. Founded in 2011 in Melbourne Australia as a full-service digital marketing agency, Tiger Pistol now has its product development roots firmly established in Austin, TX. Tiger Pistol’s technology provides social advertising automation that uses data to drive better outcomes in social advertising at scale. Today, our largest customers are global brands and those that resell advertising solutions to small and local businesses (SMB resellers). Our platform helps them easily and efficiently manage thousands of concurrent social ad campaigns while delivering outstanding business impact. We have been an official Facebook Marketing Partner since 2013 and are the largest 3rd party publisher of small and local Facebook ads in the world, with 20,000+ campaigns a month and growing.

If you got to this point, we hope you're feeling passionate about the job description you just read. Even if you don't feel that you meet every single requirement, we still encourage you to apply. We're eager to meet people that believe in Tiger Pistol’s mission and can contribute to our team in a variety of ways – not just candidates who check all the boxes.

Tiger Pistol is committed to creating a diverse environment and is proud to be an equal opportunity employer. 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.