Director of Customer Support

Postscript is redefining marketing for ecommerce companies. By introducing SMS as an entirely new channel for ecommerce stores to engage, retain, and convert their customer base, brands are seeing huge ROI with Postscript. Backed by Greylock, Y Combinator and other top investors, Postscript is growing fast and looking for remarkable people to help build a world class organization. 

As a Director of Support, you will build and lead a team of Customer Experience Associates and Technical Support Specialists, setting a bar of excellence for CX at Postscript. As a leader on the team, you will help develop our evolved support strategy to align with our ever-increasing and more technical customer base. You’ll work cross-functionally with other key leaders to ensure our customers receive high-quality, quick, and thorough resolutions. You will be a culture driver in maintaining and continuing the high standard of excellence our customers have grown to expect.  

This position is fully remote. 

Primary duties

• Develop and drive the strategic direction of the Postscript Support organization
• Maintain an expert-level understanding of the Postscript product, along with larger e-commerce & marketing knowledge
• Evolve and grow a highly engaged, high performing Support team that prides themselves on teamwork and customer satisfaction
• Foster a strong sense of accountability to customers and other Postscript team members
• Develop plans for team members’ continued career growth and have regular coaching and feedback sessions
• Develop the capabilities of our technical support specialist function
• Develop and implement regular reporting cadence on Support metrics and team performance. 
• Build sustainable and repeatable processes between Support and Engineering - driving customer insights, sharing feedback, and accelerating resolutions
• Own escalated customer issues. Problem-solve and resolve difficult issues in a way that strongly exhibits our core values and customer philosophy. 
• Help automate support processes when appropriate
• Identify opportunities to continuously improve the customer experience
• Proactively communicate with internal stakeholders to align on new opportunities or mitigate risks
• Develop and implement effective, repeatable processes and playbooks for your team. 
• Update our systems and tools to increase efficiency and effectiveness 

What We’ll Love About You

• 5+ years Sr. Manager/Director - level experience in Support, leading high-performing teams
• Demonstrated experience with building mid-stage Support teams
• Demonstrated experience in coaching and mentoring Customer Experience Associates and Technical Support Specialists
• Demonstrated history of …