Director, Support

| Austin | Remote
Favor is looking for a Director of Support to lead the teams responsible for supporting our Customers, Runners, and live operations across all markets anytime that Favor is open. 

The Director of Support is a member of the leadership team and responsible for the largest organization at Favor. With over 100 team members (and growing), you will manage the vision, strategy, and execution of the Runner Support, Customer Support, and Fraud teams. You will be responsible for the day-to-day management of the Support Managers and representing Favor’s support and operations to the rest of the business.

Responsibilities:

  • Lead and inspire the Support team to deliver a five-star customer experience
  • Develop standards focused on reducing response times and providing high Customer and Runner satisfaction
  • Design and implement scalable processes as Favor’s business and the size of the team evolve
  • Set, report on, and be held responsible for support SLAs and satisfaction
  • Implement consistent practices to capture and report on service metrics
  • Responsible for projecting and hiring additional support headcount throughout the year
  • Identify bugs and effectively communicate with the Product and Engineering teams to size issues affecting our customers and Runners
  • Work with People Operations to implement and evangelize career development programs and opportunities
  • Align Support initiatives to support and enhance the objectives of the larger Favor organization

Skills & Qualifications:

  • 10+ years experience in Support organizations
  • 5-7 years leading a large Support organization
  • Process oriented, empathic leader
  • Strong analytical skills needed to track, report, and provide insights on daily, weekly, and monthly metrics
  • Self-starter who thrives in an environment with shifting priorities
  • Proven track record of helping to grow the careers of your people and their teams

At Favor, we believe that to Run Texas, we need to represent Texas. By putting Community First, we honor the diversity of our backgrounds and experiences through sharing our unique voices. Our community grows when we challenge ourselves to learn and see the world from another’s view. We are committed to growing a team with different backgrounds, experiences, abilities, and perspectives and are an equal opportunity employer.

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Technology we use

  • Engineering
    • JavascriptLanguages
    • PHPLanguages
    • PythonLanguages
    • ScalaLanguages
    • ReactLibraries
    • ReduxLibraries
    • FlaskFrameworks
    • Node.jsFrameworks
    • MySQLDatabases
    • RedisDatabases
    • RedshiftDatabases

Location

Our HQ, the Eastside Tech Hub, is located in the heart of East Austin with close proximity to downtown and easy access to I-35.

An Insider's view of Favor

How would you describe the company’s work-life balance?

Favor truly talks the talk and walks the walk when it comes to prioritizing team members’ personal lives, mental health, and work-life balance. Especially with all of the challenges that last year brought, Favor created even more opportunities for team members to relax, recharge, and focus on mental health and overall wellness.

Amanda Going

Account Executive, Sales

How has your career grown since starting at the company?

Even after all these years, it’s amazing to know that career growth is really not just a bullet point at Favor, but an actual focus where steps for professional and personal development are provided from day one. I’ve only seen Favor’s dedication to career growth grow since the day I joined the team.

Arielle LaGuette

Sr. Manager, Sales

How do you empower your team to be more creative?

Open communication and continuous collaboration amongst team members are critical components to unlocking creativity and driving success. At Favor we value everyone’s input and perspective and know that our diversity and desire to constantly test, learn and improve helps us deliver our most impactful and creative work.

Matt Schmertz

Director, Integrated Marketing

What are Favor Perks + Benefits

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Retirement & Stock Options Benefits
401(K) Matching
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Vacation & Time Off Benefits
Unlimited Vacation Policy
Perks & Discounts
Casual Dress
Commuter Benefits
Free Daily Meals
Stocked Kitchen
Happy Hours
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