Director of Customer Support at SparkCognition

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SparkCognition catalyzes sustainable growth for our clients throughout the world with proven artificial intelligence (AI) systems, award-winning machine learning technology, and a multinational team of AI thought leaders. Our clients are trusted with advancing lives, infrastructure, sustainability, and financial systems across the globe. They partner with SparkCognition to understand their industry's most pressing challenges, analyze complex data, empower decision-making, and transform human and industrial productivity with scalable AI solutions to solve the problems that matter most.
The Director, Customer Support focuses the customer support team on providing excellent customer service throughout SparkCognition. He/she drives organizational efficiencies and maintains a high level of customer satisfaction, loyalty, and retention. The Customer Support Director hires trains and supervises Tier 1 and Tier 2 Customer Support Associates and Support Partner teams. The Director resolves procedural problems and recommends improvements to management. The Customer Support Director manages escalated customer support issues with external and internal customers, and SparkCognition partners.
Join us and start:
Customer Satisfaction
  • Ensuring the support team meets goals for productivity and customer satisfaction
  • Maintaining contact with customers and conducting surveys to verify customer satisfaction
  • Following up with dissatisfied customers to understand and correct service issues

Escalation
  • Taking ownership of escalated customer issues and following problems through to resolution
  • Keeping accurate records and documents customer service actions and discussions
  • Recommending changes to products or services to fulfill customer needs

Process
  • Developing extensive knowledge of department processes
  • Developing documents and maintaining customer service procedures, policies, and standards
  • Keeping ahead of industry developments and applying best practices to areas of improvement
  • Controlling resources and utilizing assets to achieve qualitative and quantitative metrics
  • Compiling customer service information and recommendations to strategic plans
  • Identifying customer service trends, determining CRM system improvements and requirements
  • Adhering to the approved budget

People Management
  • Setting a clear mission for the team and deploying strategies focused on that mission
  • Recruiting, mentoring, and developing customer service associates
  • Maintaining an environment where associates can excel through encouragement and empowerment
  • Coaching employees and communicating job expectations
  • Providing a documented growth path for team members and supporting agent career growth
  • Reviewing and approving performance actions for the support team

You'll have:
  • 5+ years supervisory experience
  • Typically requires 3-5 years of experience in the related area as an individual contributor
  • Advanced troubleshooting and multi-tasking skills
  • Proven working experience as a Customer Support Director
  • Excellent knowledge of management methods and techniques
  • Working knowledge of customer service software, databases, and tools
  • Awareness of industry's latest technology trends and applications
  • Ability to think strategically and to lead a team
  • Strong client-facing and communication skills

SparkCognition is an equal opportunity employer, dedicated to diversity, equality, and inclusion, and provides equal employment opportunities to all employees and applicants for employment. SparkCognition prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
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Technology we use

  • Product
  • Sales & Marketing
    • Google AnalyticsAnalytics
    • CanvaDesign
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • Adobe XDDesign
    • Adobe InDesignDesign
    • Adobe After EffectsDesign
    • Adobe PremiereDesign
    • AsanaManagement
    • ConfluenceManagement
    • Google DriveManagement
    • Google DocsManagement
    • Google SlidesManagement
    • JIRAManagement
    • HootsuiteCMS
    • WordpressCMS
    • DocuSignCRM
    • HubSpotCRM
    • LinkedIn SalesNavigatorCRM
    • SalesforceCRM
    • HubSpotEmail
    • DemandbaseLead Gen
    • PardotLead Gen

Location

Large 2022 renovated office space centrally located near the Arboretum in Austin, TX- including fully stocked beverage and snack areas!

What are SparkCognition Perks + Benefits

SparkCognition Benefits Overview

SparkCognition offers a combination of benefits + perks that align with our brand and culture. This includes: competitive medical benefits, employer HSA contribution, employer-paid STD & Life Insurance/AD&D, 401k match, 4+ weeks of PTO, and parental leave.

In addition, we strive for our team to be active in our communities and to focus on leading supportive and healthy lifestyles. We offer health & wellness benefits for local and remote employees through Twic, which provides a quarterly stipend and a marketplace with discounted partnership rates, featuring gyms, equipment and clothing companies, nutrition classes, and more.

As we are in a high-growth stage, we offer support and encouragement for employees' career development, including mentorship opportunities, online course subscriptions, an educational reimbursement program, and more.

To build a truly stellar team, we have a referral program that offers bonus incentives for employees who help us fill open job positions, including our "Hot Jobs" program which offers an increased bonus for high-priority roles.

We also offer employee equity, with the ability to purchase shares in the company.

We offer a dynamic workforce policy that is focused on the individual needs of our employees. Through this, we allow each employee to flex their work schedule as needed for important life events, while at the same time ensuring that the organization is supporting collaboration, communication, and a sense of being a part of a team. This also helps ensure we come together in support of those important components of our culture. We didn't just want to launch a hybrid work environment – we wanted to focus on *how* we work not on *where* we work. Our approach is focused on the dynamic environment of our world, at times our personal needs will warrant working from a home office and at times the business needs will require in-person interactions to ensure we retain a strong sense of team and collaboration as we work together on business initiatives.

Culture
Volunteer in local community
SparkCognition participates in local volunteer activities, most notably with Austin Sunshine Camps.
Friends outside of work
Eat lunch together
Intracompany committees
We have a cross-departmental Culture Committee that ensures the company represents our values and mission. We also have an intranet committee, responsible for communicating info across departments.
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
SparkCognition offers 3 health plans through Cigna, including a PPO, EPO, and HDHP. We also offer First Stop Health for telemedicine.
Life Insurance
SparkCognition offers group-term life insurance with a potential payout of 2X an employee's annual salary, up 20 $200,000 for the duration of employment.
Wellness Programs
We offer health & wellness benefits for local & remote employees through Twic, which provides a quarterly stipend & a marketplace with discounted partnership rates, featuring gyms, equipment, & more.
Mental Health Benefits
SparkCognition offers a unique service called First Stop Health Mental Health, which provides virtual counselor visits, and is free for employees and their dependents.
Retirement & Stock Options Benefits
401(K)
401(K) Matching
SparkCognition's 401(k) retirement plan matches 50% of an employee's contribution up to 6% of their annual base salary, with a 3-year vesting schedule for matched contributions.
Company Equity
SparkCognition offers stock options for all employees as a part of the incentive package, including vesting over a four-year period.
Performance Bonus
Child Care & Parental Leave Benefits
Child Care Benefits
We offer a dependent care FSA option.
Generous Parental Leave
We offer up to 12 weeks of parental leave.
Flexible Work Schedule
SparkCognition offers flexible schedules, allowing each employee to work with their team to determine hours.
Remote Work Program
Our post-pandemic return to office policy will allow employees and their managers to work together and determine if their role will be fully remote, a hybrid work model, or fully in-office.
Family Medical Leave
Adoption Assistance
Our parental leave plan applies to adoptions.
Vacation & Time Off Benefits
Generous PTO
We believe strongly in rest & relaxation and encourage employees to utilize PTO. We offer a bank of 4+ weeks of PTO, sick days, and floating holidays.
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
We offer transportation and parking benefits for work-related travel.
Game Room
In our new office space, we have a dedicated recreational room with shuffleboard, ping pong, giant scrabble, board games, and video games. We also have a quiet reading room.
Stocked Kitchen
We offer in-office snacks and drinks, along with kitchen space and fridges for employees to bring their own snacks and food.
Some Meals Provided
Previously, we've had catered Friday lunches and Taco Tuesdays! As we move to a dynamic work environment, we will be assessing our lunch program again.
Happy Hours
In the new office, our recreational space will be set up for teams to host happy hours without having to go off-site.
Parking
Fitness Subsidies
We offer health & wellness benefits for local & remote employees through Twic, which provides a quarterly stipend & a marketplace with discounted partnership rates, featuring gyms, equipment, & more.
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Continuing Education stipend
We offer a continued education program for specific Master's degrees in data science and computer science.
Online course subscriptions available

Additional Perks + Benefits

At SparkCognition, we continue to focus on adding and improving perks and benefits. Some of these include offering prorated PTO throughout the year, 401k matching, a technology subsidy for all employees, parental leave (up to 12 weeks), and a choice between Mac or PC work laptops. Additionally, as we look to return to the office, we are offering all employees a dynamic work model, and we are actively hiring remote employees nationwide.

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