Director, Customer Support

Job Description

Narvar is growing! We are hiring a strong and motivated Director, Customer Support to join the Global Customer Support Team. You will be responsible for delivering world-class service to our clients.

In this role, you will be responsible for the day-to-day operations of the Customer Support team to deliver world class service to our clients. You will be a thought leader in finding ways through process, people, and systems to continuously improve and innovate as the team supports the company’s growth. You will work closely with customers, team members, and cross functional teams. The ideal candidate has external technical support experience, has managed highly effective teams, and thrives in a fast-paced working environment.

Day-to-Day

• Develop KPIs & OKRs to deliver on actionable insights for support teams across multiple time zones as well manage day-to-day support to improve team performance and quality customer interactions
• Act as a knowledgeable and influential partner with Product, Engineering, CS, PS, DevOps and IT to minimize operational support volume through access to information, diagnostic tools, and other automations
• Own and refine the incident management and escalation process including assignment of priority & severity, improved handoff, and ongoing updates on the status of incidents to client facing teams through resolution, post-mortems, and RCAs (This role will serve as the final escalation point for all customers)
• Develop the strategy and execution plan for a robust self-serve and knowledge management solution; provide network monitoring and post implementation support for simple/self-serve implementations
• Organize customer feedback for discussions with your leadership team and other stakeholders and bring strong recommendations for customer retention, improving CSAT and the overall customer experience
• Strategically organize the Global Technical Support team to align resources and talent to meet organizational goals; includes hiring, coaching, retaining, and building internal career development to retain exceptional talent
• Build strong client relationships externally and partnerships internally to meet Narvar’s goals of strong customer retention

What are we looking for?

• You have 7-10+ years of professional experience leading a Support team within a fast-paced SaaS environment, with at least 3 years of Director level experience (multi-product experience a huge plus)
• BA/BS in Information Systems, Computer Science, Computer Engineering, or related experience
• You have Java/Python development knowledge as well as JSON, CSS, & HTML
• Basic understanding of HTTP methods (i.e. GET vs POST) as well as working with third party/external APIs
• You have a solid understanding of relational database concepts & networking concepts
• You have a proven playbook with a track record of success in scaling Customer Support teams, maintaining SLAs, and being a key player in revenue growth by decreasing churn and increasing renewals
• You have deep understanding of systems and operations within B2B and B2C products; preferably with multiple products and/or retail experience
• You ensure consistency of processes and customer support experiences by keeping up to speed on key support KPIs and quality tickets
• You are able to adapt to client needs comfortably and welcome the challenge to deliver optimal results
• Proficient in Zendesk with experience in creating automation, triggers, reports and dashboards; solid experience with insights and explore
• Experience with VCS (version control systems) like Github is a plus

Why Narvar?

We're on a mission to simplify the everyday lives of consumers. We believe post-purchase is a critical phase of the customer journey. That's why we created Narvar - a platform focused on driving customer loyalty through seamless post-purchase experiences that allow retailers to retain, engage, and delight customers. If you've ever bought something online, there's a good chance you've used our platform!

From the hottest new direct-to-consumer companies to retail’s most renowned brands, Narvar works with Patagonia, GameStop, Neiman Marcus, Sonos, Nike, and 1200+ other brands. With hubs in San Francisco, London, and Bangalore, we've served over 125 million consumers worldwide across 10+ billion interactions, 38 countries, and 55 languages.

Pioneering the post-purchase movement means navigating into the unknown. Our team thrives on this sense of adventure while nurturing a mindset of innovation. We're a home for big hearts and we leave our egos at the door. We work hard but we always make time to celebrate professional wins, baby showers, birthday parties, and everything in between.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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