Director of Customer Support, Pressable

Pressable (“WordPress hosting that means business”) seeks an experienced, motivated, and empathetic professional expertise to help us meet or exceed aggressive growth goals for our superb WordPress hosting company—part of the Automattic family.

Overview: The Director of Customer Support will be responsible for leading the overall customer support strategy, team development, and execution of a high-quality, 24/7 support service. This role focuses on hiring, capacity planning, team scheduling, and making sure that the support team meets business goals including customer satisfaction and retention. The Director will work closely with cross-functional teams to provide insights and feedback that help shape the overall customer experience. As at all start-ups, you will wear many hats, including interacting with our customers. 

Key Responsibilities:

• Team Leadership and Development: Hire, train, and mentor a high-performing support team. Ensure that team members have clear career roadmaps and development plans.
• Capacity Planning and Scheduling: Grow the support team from a small startup into one that can handle a rapidly growing customer base. Ensure appropriate staffing and resource allocation for 24/7 support. This includes managing emergency AFKs (Away From Keyboard, i.e. absences) to ensure adequate coverage and appropriate skill sets for customers, especially as we rapidly scale. 
• Strategic Planning: Develop and execute strategies that improve customer satisfaction (CSAT) while maintaining high service level agreements (SLA) standards.
• Customer Experience and Onboarding: Collaborate with the Support Operations Manager to ensure smooth customer onboarding processes and continuous improvement of the customer journey.
• Support Channels and Tooling: Evaluate and implement new support channels and tools to drive efficiency and improve both customer and agent experiences.
• Cross-Functional Collaboration: Work with product, engineering, marketing, and sales teams to deliver feedback and ensure that the overall customer experience aligns with business goals.
• Analytics and Reporting: Provide regular reports and insights on support performance metrics, helping to drive business decisions and improvements.

Hands-on: You will be active in the support queue to be certain that you have a strong pulse on customer needs and ensure we are bubbling up frequent issues to drive systemic resolutions. 

Requirements:

• 5+ years of experience in technical or customer support leadership roles, preferably at a SaaS or enterprise software company.
• Proven success in managing high-performing support teams.
• Strong ability to develop strategies and lead cross-functional initiatives to improve customer experiences.
• Excellent communication and …