Director of Customer Support & Success

PeopleKeep
Full time
Business Management
United States
Hiring from: Anywhere

At PeopleKeep, we help make health care affordable for thousands of small to midsize organizations’ employees and their families across the country. We’re looking for a Director of Customer Support & Success to join our small team and bring their voice to the opportunities that enable us to continue to provide exceptional solutions and service to companies who are so appreciative of PeopleKeep that we average a five star review on Google Business.


We’re looking for an experienced people leader and operational expert to continue to elevate our award winning customer-facing teams (including customer support, documentation review and customer success). With oversight across the full customer experience, you’ll spend your days coaching and advising our specialists, analyzing and optimizing performance toward the most important metrics and working within the company’s leadership team to make the decisions that help shape the future of PeopleKeep.


 


In this role, you will:



  • Join PeopleKeep’s leadership team to help drive our company performance, strategy and culture

  • Lead the customer experience team into its next refinement where we go from great to stellar

  • Assess the operations, technology, and strategy to identify opportunities for improvement with regard to scheduling, team structure/role design and tools to help the team deliver a high-quality experience, efficiently and in a cost-effective manner

  • Represent the voice of the customer and take ownership of overall success and support metrics (e.g. NPS, c-sat, retention) in support of company objectives

  • Become an expert on our products and related regulatory or industry requirements so that you can effectively contribute to strategy discussions and operational decisions

  • Establish team performance metrics that are most important and set baseline goals, then measure, iterate and improve results

  • Leverage your functional and technical expertise to design training and onboarding programs that accelerate new hire integration and impact

  • Coach and develop your team members via regular 1:1s and real-time feedback to improve individual and collective performance

  • Establish clear expectations, allocate resources and manage performance to ensure the team is hitting established SLAs

  • Collaborate with marketing and product management on improving the customer journey, including helping to hone customized communication campaigns for different types of users to drive utilization

  • Reimagine, design and develop our customer success function, which is nascent

  • Handle customer escalations that are out of scope of the support specialist or customer support manager’s purview


 


Experience that you will bring:



  • Experience in SaaS companies leading high performing support and success teams

  • A data driven approach to setting goals, evolving processes and improving outcomes

  • The ability to develop and execute strategic support and success programs that yield tangible results

  • Experience recruiting, hiring and onboarding

  • A passion for coaching, developing and supporting support and success team members achieve their professional goals

  • Strong analytical skills, a proactive problem-solving mentality and the ability to communicate using data and evidence

  • Exceptional organizational skills, with a keen eye for the details and a commitment to timely and effective execution of top priority activities

  • Excellent communication and interpersonal skills and the drive to take ownership for the development and cultivation of strong relationships

  • A bias toward action, sense of urgency and track record of personal accountability

  • Healthcare industry knowledge is a plus, but not required

  • Familiarity with Zendesk (support, chat, guide, and connect) is a plus, but not required

  • Health Benefits

  • 401K including company match

  • Stock options

  • Discretionary, open PTO


 


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