Director of Customer Experience & Support

Position summary

The Director of Customer Experience & Support plays a key role in our Customer Success department. This role will be responsible for building enablement functions into a core product capability, launching and maintaining a digital support solution, and overseeing a decentralized customer support/services team. You will partner closely with Operations, Customer Success, Sales, Marketing, and Product Leadership to develop and execute our customer support strategy and to ensure continuous improvement of the customer experience and operational excellence. You are a natural self-starter, excited to manage and continue building world-class scalable operations at a high growth company.

Duties & responsibilities

  • Launch and implement a robust digital support solution
  • Build out and oversee customer support teams and third-party support team(s)
  • Elevate customer experience as well as drive efficiencies and reduce cost to serve
  • Operate with a deep, empathetic understanding of our customer (e.g., journey, friction points, behaviors)
  • Detect emerging trends in customer experience, drivers of customer action, change in the support experience, and articulate those insights across multiple channels and partners
  • Manage strategy and develop a plan to meet customer metrics — e.g., Net Promoter Score, CSAT, Median Response and Resolution times, First Contact Resolution, Abandonment, etc.
  • Create a high-performance culture of excellence
  • Inspire your senior leaders to be relentless advocates for the customer and employee
  • Champion team development and expansion across your organization, build a plan to expand as our support needs grow
  • Partner with stakeholders to pilot new initiatives/opportunities, measure results, and optimize outcomes
  • Partner closely with functional leaders across Operations, Customer Success, Product, Engineering, Finance, Sales, Marketing, and Human Resources

The ideal candidate

  • 3-7 years of experience leading multi-channel (voice/chat/email) customer service/experience teams with experience in a fast-growth organization
  • Track record for building and growing support organizations characterized by customer-centricity and high productivity
  • Strong empathy for customers; employs a customer approach
  • Strong analytical skills; ability to interpret business intelligence to develop strategy and make recommendations
  • Acute attention to detail, allowing you to think big, adapt quickly, and act fast
  • Constantly evaluate, propose, and implement strategies and enhancements to our customers’ support experience
  • High EQ; excels navigating highly collaborative and matrixed environment and leading with influence with the ability to inspire and motivate others
  • An ability to see around corners, analyze, and communicate competitor trends and opportunities
  • Experience with Salesforce and Intercom (Conversational Relationship Platform)
  • Thrives in a demanding, fast-paced environment
  • Excellent communication skills and presentation skills

 

Bachelor’s degree in Business, Marketing, or a related field is preferred but not required. Must have legal right to work in the USA.

Figg is an Equal Opportunity Employer

Figg is committed to maintaining a community which recognizes and values the inherent worth and dignity of every person; fosters mutual respect among its members; and encourages each individual to strive to reach his or her own potential. Figg prohibits discrimination against any persons on basis of sex, age, color, race, religion, marital status, national origin, ancestry, sexual orientation, physical & mental disability, medical condition, genetic information, veteran status, or any other basis protected by federal, state or local law.