Director, Product Support at Level Access (View all jobs) (https://www.levelaccess.com/about/careers/)

Remote - United States

Level Access is a leading accessibility solutions provider, dedicated to ensuring digital equality for all individuals. We are seeking a highly energetic and motivated leader in Product Support to join our dynamic Customer Experience team!

As Director of Product Support at Level Access, you will be responsible for leading a team of support engineers to ensure customers are successful with our products. The Product Support team lies at the heart of the business, collaborating with every cross-functional team. As the Director of Product Support, your role will encompass being the liaison to remove blockers for our customers, to drive efficiency and effectiveness within your team, and be unafraid to take on complex problems.

Key Responsibilities:Team Leadership

• Lead, mentor and develop a team of Product Support engineers with a customer-focused mentality to focus on quick and effective resolutions to any product questions and issues.

• Proactively act to make improvements, drive change, and address issues.

• Provide hands-on coaching and mentoring to team members.

• Conduct regular team meetings and one-on-one sessions.

• Monitor team performance, set goals, and implement strategies to achieve departmental objectives.

• Identify and implement opportunities for process improvement and efficiency.

• Handle conflicts constructively and reach agreements on critical issues.

• Own responsibility for team outcomes, both successes and failures.

Product Support

• Champion the customer experience, ensuring customer feedback is integrated into product support strategies and processes.

• Be responsible for and manage the Product Support team to ensure timely and effective resolution of customer product issues and questions.

• Act as the escalation point for customer product support issues.

• Develop and implement strategies to improve the product support experience. Optimize the product support model to provide exceptional service across all customer segments, from small businesses to large enterprises.

• Analyze support metrics and KPIs to identify trends, areas for improvement, and opportunities for enhanced customer support.

• Lead the development of support processes, tools, documentation, and training materials to ensure consistency, efficiency, and effectiveness.

• Upscale and enhance support engineering capabilities, ensuring the organization can effectively support a growing and diverse customer base and product solution set.

• Collaborate with Product to review case data and qualitative feedback to influence the Product roadmap to support the customer experience.

• Collaborate cross-functionally with field teams to align on product support initiatives.

• Stay current on industry trends, standard processes, and technologies to enhance support operations and customer experience continuously.

Requirements:

• Bachelor’s degree or equivalent experience in technology or a related field.

• Customer-focused mindset with a passion for delivering high-quality support services.

• Demonstrated a deep level of commitment to customer satisfaction and experience, with a track record of successful customer support initiatives.

• Excellent knowledge of support tools, technologies, and processes.

• Strong understanding of AI and emerging technologies and their application in product support.

• Strong understanding of product lifecycle and support methodologies.

• A track record of leading a product support team to consistently achieve and exceed customer satisfaction and retention goals – at least 5 years as a SaaS company

• Experience with frontline executive-level customer communication, management, and negotiations of operational issues and customer concerns.

• Outstanding business judgment, interpersonal, collaboration, and team-building skills.

• Superb written and verbal communication skills and a proven ability to collaborate across multiple functions and geographies while delivering meaningful, high-impact results.

• Experience as a thought leader with the ability to influence outcomes and quickly turn data into business insights.

Application Process

If you are looking to contribute to a dynamic and fast-paced environment while growing your career in Customer Experience, we invite you to apply for this exciting opportunity with Level Access! This is a full-time salaried position with a competitive benefits package, including bonus opportunities and unlimited vacation/FTO. Salary is commensurate with experience. Please submit your cover letter and resume for immediate consideration.

Level Access is committed to workforce diversity. Equal Opportunity Employer.

Copyright 2024, Level Access. All rights reserved. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.