Senior Director of Technical Support

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Overview
At Khoros, our passion is to help the world's best brands create customers for life. We build products we're proud of, and we're passionate about customer success. The Khoros engagement platform comprises Online Community, Social Media Management, and Messaging products for social customer service, social support, and social media marketing teams to listen, respond and act on customer conversations - creating deep relationships and fostering brand loyalty and advocacy. We are growing fast and adding new products to our platform. As part of the Vista Equity family, you'll receive best-in-class career development opportunities and the ability to work with customers like Samsung, HP, Sony, and Visa.
The best Fortune 1000 companies in the world trust Khoros to help them build closer, more personalized and trusted relationships with their customers. Some of our clients: HP, Samsung, and LiveNation (to name a few). We are a Vista Equity Partners portfolio company, growing fast and adding new products to our platform organically and inorganically.
As a the global head of our Technical Support organization, you'll own the entire customer-centric support culture for all product lines. Reporting into our VP of Professional Services & Support, you'll be part of the senior leadership team with an eye on overall customer engagement model. You'll lead a set of Directors and Senior Managers to go above and beyond what the customer expects, and will ensure that every Khoros technical support contact is positive.
You will own the success and improvement of the front line teams on a global scale, accountable for improving the customer experience regardless of product line. You will elp grow and optimize the Technical Support team for execution around the globe; identifying and promoting opportunities to reduce the amount of direct support required through product improvements, training, tooling, online support, and self-service in partnership with other departments. You will provide executive leadership and motivation by stablishing clear expectations and coaching managers to achieve Khoros' overall support goals. Ideally, you have high growth and scale leadership experience within fast-paced tech companies. You are a root cause oriented problem solver who, from diagnosis and prescription through alignment and implementation, demonstrate sound judgment and excellent communication. You are excellent in front of customers and partners as well as a strong collaborator with the sales teams in our collective pursuit of enabling our customers' s uccess, adoption, and growth. More than anything, As an experienced people manager, you will drive development and retention of talent across your teams to provide top quality and operational excellence.
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Responsibilities

  • Drive and measure Technical Support outcomes and effectiveness within the assigned geographical region and market segment.
  • Drive operational improvements which streamline processes, leverage automation and enable scale.
  • Represent thought leadership in our industry, technologies, and methods of deployment/management at public events, when needed
  • Create an environment of innovation and continual improvement to re-imagine how we deliver Support to our customers.
  • Leadership and management of the Technical Support team including resource


management, hiring, mentorship, and performance management.

  • Coach team members to provide: customer-centric support that solves the problem, taking into account customer preferences; troubleshooting methodology, call handling skills, and engaged diagnostic techniques; and guiding customers toward self-serve support options in a service- oriented manner.
  • Identify training topics and schedule continuing education with a focus on career development..
  • Actively monitor support emails/tickets and ensure all tickets are resolved in a timely and comprehensive manner.
  • Review and respond to customer feedback from surveys and other sources and act on feedback as needed to resolve issues permanently.
  • Develop strategies to improve the customer experience, team performance, morale, and cohesion with other internal teams.
  • Serve as management level escalation and pursue each escalation as an opportunity to turn the customer around and into a fan while solving systemic issues permanently
  • Keep abreast of product plans and schedule training/briefings for Technical Support.
  • Partner across our Support Services organization to improve all aspects of our customer experience


Qualifications
We are looking for an experienced leader who understands various web technologies, databases and tools, but more importantly wants to lead one of the growing teams that are world leaders in our space. The ability to manage the customer expectations on escalations, understand our business and truly critically think through problems and to come up with viable solutions whether technical or otherwise are additional skills that are quite crucial. Most importantly, we need someone that's led a team and can work with a distributed team to improve what we're doing today. This includes the ability to push and influence other organizations, partner internally and think through challenges.
Note: This position is responsible for a team running 24/7/365, so please be aware of this prior to applying. You will also be on call as needed.
Who you are...

  • Experienced - 7+ years of management experience, managing large/scaling/geographically distributed teams in a software product/technical support department.
  • Strong Leader - Entrepreneurial and "lead from the front". You're a proven leader and motivator, with deep experience building and leading geographically distributed technical support organizations.
  • Customer Focused - You have a strong empathy for customers.
  • Excellent Communicator - You know what to say and more importantly, how to say it. You have proven experience building strong internal and external relationships, with the ability to articulately present and debate recommendations at the executive level. You hold high standards for yourself and ensure communication paths are open.
  • Technically Savvy - You have the ability to understand the products your team is responsible for supporting. You will not need to be hands on in troubleshooting, but should be able to translate technical problems into business need as well as provide confidence for customers during escalations that you understand their concerns.
  • Analytical - You have an analytical, data driven, and process-oriented mindset. Experience with analytics, data, or business intelligence products preferred.
  • Knowledge of Salesforce preferred.
  • Knowledge of our products preferred.


This role is budgeted in the $175,000 - $185,000 base salary range. Salary will ultimately be based on a candidate's experience and external market factors.

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Location

Khoros’ headquarters is in Northwest Austin. As a flex-first company, we offer our employees the flexibility to work remotely, in-office, or a combination of the two.

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