Director of Customer Support - Remote, Anywhere in North America at Postscript

• Oversee Postscript’s customer support team. Maintain and continually improve our exceptional culture on the support team • Build a world-class onboarding and training program for both new and existing support team members • Lead, coach, and mentor the support team. Ensure the team is highly engaged, confident, and continuously exercising good judgement and decision-making skills. Develop plans for team members’ continued career growth • Develop and implement regular reporting cadence on support metrics and team performance • Administer and ensure the quality of our support technology stack • Own escalated support issues. Problem solve and resolve difficult issues • Develop and implement effective Support programs that directly impact company goals, such as customer review and expansion revenue targets • Identify technical issues and suggest product enhancements. Consistently communicate data-driven insights and recommendations to all key stakeholders. Work closely with Operations, Product, Engineering, Business Analytics, etc. • Forecast needs for team headcount growth in order to enable Postscript’s successful, rapid scale • Serve as a key leader in the Customer Success organization. Partner closely with all Customer Teams to continually improve internal processes

Director of Customer Support - Remote, Anywhere in North America

Requirements and responsibilities

Skills wanted:

Language(s) required:

Adam Turner

Manuela Vargas Jaramillo Verified

About Postscript:

mission:

Job benefits for full-time members:

postscript.io/

Admin access needed