Are you ready to take on a pivotal role in a company that is not only
transforming its industry but also living by its core values every day? Do you
want to work for a best-in-class, 100% remote organization with the brightest
talent from around the world?
Sparkrock helps social benefit organizations like nonprofits, school boards,
and government agencies to reach their greatest potential using technology. We
help to make these mission-driven organizations more efficient, freeing up
their time and resources to focus on the good they want to achieve. Every day,
nearly 45,000 people use our ERP products to make the world a better place.
We are seeking a dynamic and results-driven Support Director to lead our
support teams and foster a performance-based culture. This role requires a
strategic leader with a strong focus on productivity, metrics, and continuous
improvement to ensure exceptional service delivery across multiple products.
Reporting directly to the Chief Customer Officer (CCO), the Support Director
will be responsible for mentoring and developing team members, driving
operational excellence, and collaborating with cross-functional teams to
enhance the customer experience.
As our Support Director, you will be at the forefront of driving excellence in
customer support within a fully remote environment, where we embrace best
practices to achieve supreme outcomes with our global teams.
This is more than just a job; it's an opportunity to lead in a dynamic,
forward-thinking organization with a strong leadership team committed to your
success. You'll have the chance to innovate, implement cutting-edge solutions,
and expand your influence as our group of companies continues to grow.
If you're passionate about creating exceptional customer experiences and are
excited about the prospect of making a real impact in a transformative
environment, we want you to join us!
Responsibilities
* **Leadership and Team Management:** Leading, mentoring, and inspiring a team of support professionals to achieve high performance and deliver exceptional customer service. Fostering a culture of continuous learning and improvement.
* **Performance-Driven Culture:** Driving a performance-based culture by setting clear goals, monitoring key metrics, and holding the team accountable for achieving results. Ensuring that productivity standards are met and exceeded.
* **Service Delivery:** Overseeing the delivery of support services across multiple products, ensuring that customer issues are resolved promptly and effectively. Maintaining a high level of customer satisfaction by continuously improving service processes.
* **Technical Expertise:** Leveraging deep technical experience to understand and troubleshoot complex issues, whether in code, SQL, infrastructure, or product. Being comfortable diving deep into technical problems with your team, providing guidance and support when necessary.
* **Innovation and Process Improvement:** Identifying and implementing automation opportunities and other innovations to drive substantial results for the support organization. Aggressively working to reduce backlogs, create ticket deflection mechanisms, and leverage knowledge bases to help customers become more self-reliant and independent.
* **Playbook and Continuous Improvement:** Operating based on established playbooks while continuously raising the quality bar across all aspects of the role. Fostering a culture of continuous improvement, consistently seeking ways to enhance processes and outcomes.
* **Customer Escalations and Relationship Management:** Handling customer escalations, particularly with upset customers, and working to turn these relationships around. Building and maintaining strong relationships with customers by improving their service experience and ensuring their needs are met.
* **Cross-Functional Collaboration:** Partnering with other functions such as Product, Engineering, and Sales to drive improvements in product knowledge, customer feedback loops, and support processes. Ensuring alignment and seamless communication across teams.
* **Metrics and Reporting:** Developing and maintaining robust reporting systems to track team performance, customer satisfaction, and other key metrics. Using data-driven insights to inform decision-making and drive continuous improvement.
* **Adaptability:** Leading the team through change, ensuring they are equipped to support new products, features, and updates. Fostering a flexible and agile work environment where the team can quickly adapt to evolving customer needs and business priorities.
Requirements
* At least 10 years of experience managing mid-size to large support teams, with a strong track record of driving performance improvements and achieving results through metrics and data-driven decision-making.
* Extensive technical background, with experience in areas such as software development, SQL, infrastructure, and deep product knowledge. Technically literate, with the ability to troubleshoot and dive into technical issues alongside your team.
* Strong communication and relationship-building skills, with high emotional intelligence and the ability to influence and partner with cross-functional teams.
* Proven ability to work effectively with a global remote team, demonstrating strong collaboration and coordination skills across different time zones and cultures.
* Excellent mentoring and coaching skills, with a passion for developing talent and fostering a collaborative team environment.
* Demonstrated ability to work effectively in a fast-paced, dynamic environment with multiple priorities.
* Knowledge of industry best practices and emerging trends in customer support and service management.
* Experience with supporting multiple products and managing change within a support organization.
Benefits - We don’t call them perks, they’re just part of what makes working
at Sparkrock great.
* We are 100% remote and global. Live your best life, wherever that may be, and never lose out on career opportunities because of it.
* Flexible work hours. We work asynchronously and don’t care when you’re online, just that you deliver great results.
* Dedication to development. We focus on career paths for each and every one of our employees and help provide training to advance at every stage of their careers.
* Introductions to thought leaders in the space and webinars on cutting-edge tech hot topics
* Focus on culture. Coffee chats, happy hours, cooking classes, book clubs, and more!
* Stipend to help set up your ideal home office
* Swag! Because who doesn’t love swag?
The salary offered for Canada-based hires is $150,000 CAD
We strive to build a team that reflects the diversity of the community we work
in and encourage applications from traditionally underrepresented groups such
as women, visible minorities, Indigenous peoples, people identifying as
LGBTQ2SI, veterans, and people with disabilities.
