Job details

Director of Customer Support, Americas

We are looking for a Director of Customer Support to join our team and help support our customers across the globe. The Support team provides international support for all of Contentsquare’s clients. They assist them with their use and configuration of Contentsquare’s platform. They provide diagnostic/troubleshooting support and technical expertise to answer questions and cases reported by customers, account managers, customer success managers and sales, in order to resolve specific product related issues while maximizing customer satisfaction.

What You’ll Do:

Structure and manage support for our NA customers with clear prioritization and objectives
Lead the support team across the U.S. to ensure responsiveness to customer requests
Monitor the performance and the customer’s satisfaction with SLAs to improve the support delivery and create a data-driven environment
Gather and analyze information, evaluate impacts, resolve or escalate issues as needed
Provide direction and ownership for escalations, contribute to new initiatives to improve case resolution
Coordinate work and communication between the support team and other internal stakeholders (Engineering , Customer Success, Sales, Onboarding etc.)
Build a strategy for the department’s structure, processes and tools to improve support availability, professionalism, and resolution time
Drive the organization to deliver fast and clear resolution while mitigating business risks
Act as a Customer-facing subject matter expert

What You’ll Need to Succeed:

5+ years experience in providing customer facing support in digital marketing/SaaS companies
5+ years experience in management of a customer support team
A customer-oriented approach and a data-driven mindset
Ability to establish and maintain strong relationships with a variety of internal and external stakeholders from technical contributors (Support, Sales, Customer Success, Engineering etc.) to senior management
Ability to clearly communicate high level technical issues to a non-technical audience
Experience leading and working with cross-functional teams effectively
Possess strong analytical skills to understand and solve complex problems
You know how to get things done on time and prioritize tasks

$130,000 - $180,000 a year

This role also will include a bonus on top of the base salary range listed.

For compensation, we set standard ranges for all roles based on function, level, and geographic location, benchmarked against similar stage growth companies. In order to be compliant with local legislation, as well as to provide greater transparency to candidates, we share salary ranges on all job postings regardless of desired hiring location. Final offer amounts are determined by multiple factors including geographic location as well as candidate experience and expertise.

Contentsquare Glassdoor Company Review

4.5