Job details

Director, Customer Support

At Constant Contact, we are seriously awesome people who take ownership and make an impact by operating with the mindset, integrity and courage of a small business owner. There’s something so profoundly rewarding about knowing that your work is empowering people everywhere to pursue their dreams. Here, we all play an integral part in helping business owners, entrepreneurs, non-profits and individuals to succeed by giving them all the help and tools they need to grow online. We’re energized by new challenges and new possibilities-and we’re just getting started!

What you'll do:

Lead the global Customer Support team which includes onshore, nearshore, offshore resources. Team members are located remotely as well as onsite.
Drive initiatives for new and existing customers to influence customer retention and revenue growth
Work with business process outsourcers to ensure exceptional customer experience while balancing cost effectiveness
Manage the overall team performance including customer satisfaction scores, first contact resolution, handle time and upsell/cross-sell metrics
Analyze departmental performance and provide proposals on improvement plans
Act as escalation point for customer issues that are of a highly sensitive and timely nature
Provide recommendations to leadership in the development, implementation and evaluation of new or existing operations policies, procedures, programs and standards to support company objectives
Review volume forecast and staffing plans in partnership with Workforce Management and Finance to meet service levels and business objectives
Collaborate Cross functionally on strategic initiatives supporting Corporate and Customer Support goals and objectives with Customer Success, Product, Marketing, Sales and IT
Partner with the Learning and Enablement Team on programs to develop the leadership skills of the Customer Support organization
Establish objectives, conduct performance evaluations and provide coaching to people leaders
Meet directly with frontline teams to understand challenges and opportunities in improving service delivery to our customers
Partner with the Recruiting Team to ensure alignment with the business objectives related to interviewing and selection of new hires and people leaders
Support people leaders on resolving employee relations issues by working with HR to understand, resolve and accurately document issues
Work with HR to understand employee impact as a result of policy change
Make decisions and solve problems by analyzing information and evaluating results to optimize customer service and satisfaction.
Communicate department and company goals across all levels of employee to create buy-in and foster a sense of purpose

Who you are:

A minimum of 5 years of senior leadership experience in a high-volume, multi-channel customer support center
Previous experience working in a SaaS environment
Strong understanding of SMBs, who they are, and verticals within
Successful experience delivering measurable results in a world class customer service organization
Proven ability to lead teams and manage frontline team leaders; excited to provide development support to these employees
Strong written, verbal, analytical and interpersonal skills
Ability to coach and motivate others with high influencing skills
Demonstrated ability to work independently, take initiative, problem solve and handle multiple tasks with ease, while maintaining strong strategic focus on continuous improvement and consistency in customer service
Experience in managing vendor/outsourcing relationships
Experience building partnerships with other parts of the organization including IT, Marketing, Sales and Product

The specific salary offered to a candidate may be influenced by a variety of factors including the candidate’s experience, their education and work location. In addition, some roles may be eligible for additional on target commission pay or bonus. The compensation package includes health and welfare benefits including paid leave.

Pay Transparency - All Full Time Employees

$132,000—$165,000 USD

Why You’ll Love Us:

We celebrate one another’s differences. We are proud of our culture of diversity and inclusion, and we're always working hard to strengthen and improve this culture. We have programs in place that bring us together on important issues and provide educational opportunities for all employees.
Join the experts. If you're passionate about supporting businesses and organizations, you won’t find a better spot to share your talent. We’re dedicated to improving the quality of our product from a customer standpoint and have a true desire to enable the success of businesses, non-profit organizations, and community groups.
You’ll have opportunities to grow your career. We encourage and support our team members to learn different aspects of the business, take on stretch assignments, seek coaching opportunities and professional development opportunities.
A generous paid time off policy and a competitive benefits package that supports the health and well-being of you and your family

At Constant Contact, we’re all about work flexibility and are proud to serve our customers as a hybrid workforce. Our hybrid work model combines the convenience of remote work with access to our great office locations to collaborate in-person, participate in live trainings, and socialize with colleagues. To promote the safety of our employees, their families and our community, where permitted by applicable law, we require all new hires to be fully vaccinated against COVID-19 prior to their first day of work.

Application Deadline: 30 days. We may fill this job opening prior to the deadline if a candidate is selected by us.

Constant Contact is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, gender, gender identity, national origin, citizenship, age, disability, sexual orientation, genetic information, veteran status or any other status protected under applicable law. If you require accessibility assistance applying for open positions, please contact talentacquisition@constantcontact.com.

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

Notice to Recruiters and Staffing Agencies:

Constant Contact has an internal talent acquisition department and designated career site for individuals looking to join our team. Constant Contact will not accept unsolicited resumes from any external recruiters, staffing firms, search agencies or any fee-based referrals. Any unsolicited resumes sent to directly to Constant Contact, in any capacity will be considered property of Constant Contact. Constant Contact will not pay a fee for any placement resulting from the receipt of an unsolicited resume.

Constant Contact Glassdoor Company Review

3.6