Director, Customer Support at Juniper Square

| Austin
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About Juniper Square

Our mission is to make the world’s private capital markets more efficient, transparent, and accessible. Privately owned assets like commercial real estate make up half of our financial ecosystem yet remain inaccessible to most people. We are digitizing these markets and as a result bringing access to millions who previously couldn’t benefit from one of the most productive corners of our financial ecosystem. If you care about making the world a better place by making markets work better through technology—all while contributing as a member of a values-driven organization—then we want to hear from you. We’ve doubled our team in each of the past four years while maintaining an excellent culture and staying true to our values. We are well-funded and building for the long-term. We need YOU to help us achieve our mission.

About your role

Juniper Square is seeking an inclusive and collaborative leader with a genuine curiosity for technology and passion for helping others succeed to grow and manage our customer support team. The support team at Juniper Square is responsible for all reactive customer service for our expanding suite of products and services. We are only successful because of our customers, and we are seeking an exceptional leader who will double down on customer centricity and is data driven and analytical in their decision making and management of the support function. The position will report into the VP of Customer Experience and work closely with other functional leaders to ensure we are delivering the best and most effective experience to enable our customers to realize value on our platform.

What you'll do
  • Lead and scale a customer centric, motivated and high performing support organization, including establishing the vision, goals and objectives at all levels for the team
  • Ensure the team meets and exceeds our high customer service expectations, performing at or above industry leading targets including response time and customer satisfaction 
  • Develop our customer support infrastructure as Juniper Square continues to grow to ensure the team scales in a cost effective and efficient manner, including focusing on process improvements and technological integrations 
  • Serve as the primary escalation point for technical product questions or issues while liaising with senior leadership in cross functional conversations to ensure successful customer outcomes
  • Partner with cross-functional leaders to develop the most efficient support and escalation paths for customers
  • Manage and oversee team of specialists that support point in time transactional services to drive value realization
  • Advocate on behalf of the customer by analyzing qualitative and quantitative data to generate insights to inform stakeholders in product development, uncover customer opportunities to drive revenue and meet retention goals in customer success
  • Serve as a member of the Customer Experience leadership team
Qualifications
  • 8+ years of professional experience scaling support within a SaaS organization
  • Experience directly managing a high performing distributed team across time zones, with a minimum of 3+ years of people management experience
  • First principles thinker, able to clearly communicate your viewpoint verbally and in writing based on experience, data, and logic. Strong analytical skills
  • Thrive and lead effectively in a highly dynamic, rapidly changing, and fast-paced environment 
  • High empathy for customers, passion for helping others and diplomacy and grace under pressure
  • B.A.or B.S. degree
Benefits
  • Competitive salary and meaningful equity
  • Health, dental, and vision care for you and your family
  • Unlimited vacation policy and paid holidays
  • Generous paid family leave, medical leave, and bereavement leave policies
  • 401k retirement savings plan
  • Healthcare FSA and commuter benefits programs
  • Professional development stipend 
  • Monthly work from home wellness stipend while we're all remote
  • Mental wellness coverage including live coaching and therapy sessions
  • Home office productivity allowance to help create an ideal work from home setup

At Juniper Square, we're building a company where all kinds of people from all walks of life are valued and respected. We encourage people from underrepresented backgrounds to apply. If you think this job sounds like you, come join us! We’d love to hear from you.

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