Senior Director, Customer Support
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Job Location:
Austin, TX - USA
Monthly Salary:
Not Disclosed
Posted on:
6 hours ago
Vacancies:
1 Vacancy
Job Summary
Were a high-growth software company with a big mission: empowering K-12 district teams to do more with less.
At LINQ we get K12. Thats why we help districts transform K-12 school operations with best-in-class cloud-based software solutions built to help districts return more resources to finance HR nutrition management and payments into a single secure platform LINQ reduces administrative burden. LINQ is trusted by 30% of school districts across the U.S. to help them operate more efficiently and serve over 1 billion meals to 17 million students annually process payroll for 364000 educators administrators and staff and engage with millions of families through the free LINQ Connect app.
Our team Theyre talented committed and fiercely loyal problem-solvers. At LINQ youll find challenging and meaningful work a team that respects and uplifts one another and a commitment to constant improvement. Our customers love us because were attentive patient communicative and solutions focused. They know they can count on us to not only anticipate their needs but to deliver the right answer every time.
About The Role:
As the Senior Director of Customer Support you will play a criticalroleleadingand developing the customer support function within our organization. You willbe responsible fordesigning and executing strategies to ensure exceptional customer experiences driving customer satisfaction retention and loyalty. Your leadership will be instrumental in building andmaintaininga high-performing team fostering a culture of excellence and implementing best practices to meet and exceed customer expectations.
The role of Senior Director CustomerSupportis pivotal in ensuring that our customers receive world-class support and service. If you are a strategic thinker a passionate leader and are committed to driving customer satisfaction and loyalty we invite you to join our team and help shape the future of our customer support organization.
What Youll Be Doing:
Strategic Leadership:
- Develop and execute the overall customer support strategy aligned with the companys goals andobjectives.
- Drive initiatives to enhance customer satisfaction retention and loyalty through exceptional support experiences.
- Collaborate with cross-functional teams to integrate customer feedback into product development and improvement processes.
Team Management and Development:
- Lead mentor and inspire a team of customer support managers and representatives.
- Set clearobjectives provide regular feedback andfacilitateprofessional growth and development opportunities for team members.
- Foster a culture of accountability collaboration and continuous improvement within the customer support organization.
- Build Offshore & Seasonal Contractor Bench
Operational Excellence:
- Develop andoptimizesupport processes and workflows to ensure efficiency and effectiveness.
- Beatkey performance indicators (KPIs) and metrics to measure and track the performance of the customer support function(First Time Response Backlog Time to Resolution CSAT)
- Analyze data and trends toidentifyareas for improvement and implement solutions to enhance the overall support experience.
Customer Engagement and Escalation Management:
- Oversee the resolution of escalated customer issues and complaints ensuringtimelyand satisfactory outcomes.
- Proactively engage with customers to gather feedback address concerns andidentifyopportunities to enhance the customer experience.
- Develop andmaintainstrong relationships with key customers serving asa trusted advisorandadvocatefor their needs.
Technology and Tools:
- Evaluate and implement customer support technologies and tools to streamline processes and improve productivity.
- Stay current with industry trends and best practices in customer support technology incorporating innovations to enhance service delivery.
- Build out AI capabilities (QA Program Chat Email Voice)
What We Are Looking For:
- Bachelors degree in Business AdministrationITComputerScienceor related field;
- 15 years of Support including 10 years of Leadership inhigh-growthfast paceSaaS Companies
- Strong leadership and management skills with the ability to inspire and motivate teams to achieve goals andobjectives.
- Excellent communication and interpersonal skills with the ability to interact effectively with customers employees and senior management.
- Analytical mindset with the ability toleveragedata and metrics to drive decision-making and continuous improvement.
- Demonstrated strategic thinking and problem-solving abilities with a focus on delivering exceptional customer experiences.
- Experience with customer support technologies and tools ( salesforceAIticketing platforms) preferred.
- Willingness to travel occasionally for customer visits conferences and other business-related events.
- Flexibility to work non-standard hours as needed to supportglobal and nationwidecustomers and team members in different time zones.
The Tech:
- Salesforce
- Microsoft Suite
- Dialpad
- Fully Story
Travel Requirements:
- Limited travel may be necessary in high demand seasons. Valid Drivers License .
Flex Your Workspace: Work remote from one of our eligible states across the US or if youre near Austin three days in office a week!
Planning Your Future: Our 401(k) plan comes with a 4% employer match on total earnings (not just your base salary).
Performance Pays Off: Whether its a company bonus or target sales commission your hard work doesnt go unnoticed.
Vacation Your Way: Our flexible Open Paid Time Off Plan lets you take the time you need when you need it.
Paid Parental Leave: Take the time you need to welcome your new addition Weve got you covered!
Ten Paid Corporate Holidays: Enjoy a little extra downtime to relax and recharge with the ten paid holidays each year.
Giving Back: Feel good while doing good 16 paid volunteer hours to support the causes that matter most to you. #LINQCares
Benefits That Have Your Back (And Teeth Too!): Rock-solid medical dental and vision coverage. Pick your vibe: a low deductible PPO and pair with an FSA or a HDHP with a sweet HSA with contributions from LINQ. Dental perks that even cover braces for the kiddos.
Wellness Perks: Employer-paid Short-Term Disability Long Term Disability Basic Life and AD&D insurance. Gym reimbursements and tons of extra savings on travel assistance employee assistance and even pet insurance options.
Grow With Us: Invest in yourself with professional development opportunities to keep leveling up your skills.
Rewards For Referrals: Got an amazing candidate in your network Send them our way and earn a referral bonus when they join the team!
As a federal contractorand equal employment opportunity employer LINQ adheres to all applicable laws and regulations regarding employment practices ensuring that all qualified individuals receive consideration for employment
based on their qualifications. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin age pregnancy genetic information disability status as a protected veteran or any other protected category under applicable federal state and local law.
To learn more about your rights and protections under federal law please refer to theEEOC Equal Employment Opportunity Posterat the following link: youd like to view a copy of the companysstate or federally required affirmative actionplansor policy statement please email. If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process please contact. This email address is reserved solely for job seekers with disabilities requesting accessibility assistance or an accommodation in the job application process. Please do not use this email to inquire about the status of your job application if you do not require accessibility assistance or an accommodation. Messages left for other purposes such as solicitation following up on an application or non-disability related technical issues will not receive a response.
Required Experience:
Exec
Key Skills
- Building Construction
- Hospital management
- Cardiac Surgery
- EMC
- Kitchen
