Job details

Director of Customer Support and Services

Are you passionate about WordPress and eager to make a meaningful impact in the digital space? At StellarWP, we’re a dedicated group of innovators, developers, and creators committed to delivering top-tier WordPress solutions that empower users around the globe. We believe in the power of open-source, the strength of collaboration, and the drive for excellence.

The Director of Customer Service and Support will oversee all customer-facing support functions, from strategy development to day-to-day operations. In this role, you’ll manage and scale our support teams, refine processes, and work cross-functionally to align support with the company’s goals. This position requires a proactive leader who can effectively balance strategic planning with hands-on leadership to ensure that we consistently deliver high-quality service to our customers.

This is a permanent, full-time, remote position with a salary range of $75K to $90K annually.

Responsibilities:

Oversee daily support operations, identifying areas for improvement in processes, response times, and issue resolution, while maintaining service quality and efficiency
Set, track, and report on key performance indicators (KPIs) for customer service and support, regularly analyzing metrics to drive continuous improvement
Be accountable for support performance, productivity and achieving targets and goals
Create and oversee systems for collecting, analyzing, and acting on customer feedback
Maintains quality service by establishing and enforcing organization standards
Maintain and improve upon NPS (net promoter score)
Ensure communication is clear between all levels of staff and shifts
Review operating practices and implement improvements as necessary
Respond to emergent situations appropriately
Be responsible for the employee life cycle including; disciplinary actions, performance reviews, goal reaching activities, fostering a positive environment, following company policies, etc.
Ensure compliance with relevant regulations and standards, such as data protection and privacy laws, while handling customer interactions and managing sensitive information

Skills, Competencies, and Qualifications:

8+ years in customer service and support roles with a minimum of 3 years in a leadership position, ideally within a technology or high-growth company
Strong commitment to understanding customer needs and delivering an outstanding customer experience
Demonstrated experience building, leading, and inspiring teams, with a focus on professional development and fostering a positive work environment
Ability to think strategically while also managing day-to-day support operations effectively
Ability to communicate effectively with customers, team members, and stakeholders at all levels
Experience with customer support software and CRM systems, with a strong understanding of support technology trends

Preferred qualifications:

Background in providing support within a WordPress environment

We Offer:

Excellent Employer paid Benefits options - Medical, Dental, Vision, Prescription
Traditional and Roth 401k with company matching
Fun employer-sponsored events
A collaborative team culture
Consistent/set work hours
Challenging non-redundant daily duties
A voice in how things get done
Access to ongoing training

Disclaimer:

This job description is only a summary of the typical functions of the position. It is not intended to be an exhaustive or comprehensive list of all job responsibilities, tasks, or duties. Additional duties and tasks may be assigned as part of the job function. Liquid Web Inc. reserves the right to modify, interpret, or apply this job description in a way that best supports the organizational needs. The job description in no way creates or implies an employment contract. The employment contract remains “at will”.

Equal Employment Opportunity Policy: Liquid Web is committed to offering equal employment opportunity without regard to age, color, disability, gender, gender identity, genetic information, marital status, military status, national origin, race, religion, sexual orientation, veteran status, or any other legally protected characteristic.

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