Posted: Sunday, March 5, 2017 9:49 PM
Work from anywhere. Not just an idea or a tagline, but a revolution. Led by CEO Craig Walker, co-founder of Google Voice, our team is focused on building an entirely new category of business communications that moves with you - from 50,000 ft above to 50 ft below.With $53 million in funding from Google Ventures, Andreessen Horowitz, and other top VCs along with engineers from companies like Microsoft and Google, every member of our team plays an essential role in creating a voice product that doesnt just combine design and mobility but that paves the way for the next generation of anywhere workers.Were looking for a Director of Customer Support to lead our Customer Support team. Customer Support is at the pinnacle of key objectives for Dialpad and we are seeking a strong leader to further enable our Support team in their daily and strategic endeavors. Reporting to the VP Client Solutions, the ideal candidate will be able to be a hands-on strategic leader for the team as well as a strong voice for the Support team at the executive level.Responsibilities:Ensure that the entire support org runs smoothly - strong handle on support team performance, materials/resources, multi-location productivity - basically, all the things that make the org tick and function as a cohesive unitFacilitate regular strategic planning sessions with internal teams to communicate customer support issues, general support findings and improvements in procedures.Ownership of all reporting including, team performance measurements and reviews, organization efficiency, exec reporting, OKR reporting, CSAT, FCR and First Response reporting etc.Drive weekly team meetings. Coach direct reports, oversee performance reviews and provide meticulous feedback to help improve process and facilitate overall career growthRequirements:10 years of overall customer support operations experience and a minimum of 6 years of Customer Support team management experienceMust possess a deep understanding of Zendesk, Jira, (Wrike experience is preferred) and best-of-breed Customer Support processes. Ideal candidate will be able to direct implementations of systems and team training on proper system workflows, procedures and usageExperience as a director or senior manager of customer service at a SaaS companyInnate and proven ability to interact with executive management - provide executive level reporting and act as the voice for the Customer Support OrganizationProven people manager - must have managed teams of 15+ across multiple locationsSignificant overseas support center management experience.ABOUT USPoolside. Backyard BBQ. Third booth from the left. Heres where youll find the anywhere workers of Dialpad. Because for us, work is a thing you do, not a place you go. And with a customer base of 25,000+ companies, were helping build voice products that empower future anywhere workers.Joining our team means collaborating with people that arent just passionate about their work, but about Argentine tango, musicals, sushi burritos, comic books - you name it. Because if youre going to redefine the status quo, you need a group of people hungry to do more, to see more, and be more than where they started.There is no idea too crazy and no task too small we work together to make things were proud of.PERKSCOMPENSATION & EQUITYTeamwork makes the dream work. We recognize that our dedicated team members are what make our success. Thats why we offer competitive salaries in addition to stock options.HEALTHCAREAn apple a day keeps the doctor away - and it doesnt hurt that we offer 100% paid Medical, Dental and Vision Plan employee coverage.401KPlan for the future. We offer a 401k plan to all of our employees.REIMBURSEMENTSWe offer a monthly stipend to help cover your cell phone, home internet, and even gym membership costs.OFFICE MEALSBon Appetit! Enjoy catered lunches, free snacks & drinks (both healthy and unhealthy - no judgment!)LOCATION, LOCATION, LOCATIONSan Francisco Raleigh Vancouver Tokyo San Antonio San Jose. From coast to coast, our offices are nestled in active and growing downtown areas.
• Location: San Francisco
• Post ID: 56649043 sf