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Company Name : Vanilla
Location : Salt Lake City, UT 84101
Position : Director of Customer Support
Job Description : About Us
Vanilla is a fast-growing financial and legal technology company that is revolutionizing the way that people approach estate planning. As category leaders, we empower advisors to unlock decades of industry-leading expertise to create an extensive and valuable plan for their clients.
As a fully remote team, we are committed to creating an exceptional product and culture. We believe work is just one part of a happy, healthy life. We don’t speak in startup tropes or have craft beer on tap. We’re a small team of people that are very good at what we do and are happy to be doing it.
We’re currently looking for a Director of Customer Support who is passionate about customers and building a department from the ground up. You’ll be working with a group of diverse designers, developers, operations managers, and attorneys, all of whom share a passion for building beautifully designed products and making complex processes user friendly.
Job Description
Reporting to the Head of Customer Experience, you’ll create the vision for the department and build a team around you to fulfill that vision. In this role, customer satisfaction is the most important measurement of success. You will be a key member of the Customer Support leadership team tasked with evolving our support model, optimizing our support flows and procedures to ultimately deliver outstanding customer experiences. This is the first Director of Customer Support hire for Vanilla and will begin as an individual contributor role that will grow into hiring, managing and coaching a team.
Responsibilities include
Scale and deliver exceptional service to all of our customers ranging from small wealth advisory businesses to the largest financial services firms
Ensure that all customers are delighted with the service provided by the support team
Lead from the front to help resolve client escalated issues
Work cross-functionally across the business with Client Success, Sales, Product, Engineering, and Operations making sure customers get the help they need
Recruit, hire, train, and coach a team of amazing Customer Support representatives
Develop and publish policies and procedures for the Customer Support organization
Optimize the support flows and tools used for tracking and responding to customers
Define and maintain SLAs for all issue types and priorities, handling critical escalations, and providing incident reports to customers
Report regularly to internal stakeholders on customer support operations and work with customer success managers and sales account executives on customer related initiatives
Deliver meaningful strategic and tactical recommendations to executive leadership on customer trends and customer health
Collaborate with the Director of Customer Success to build and implement a Client Health Score
Qualifications
Required 10+ years of Customer Support experience
Proven results in driving positive customer experience
Ability to form relationships with colleagues, prospects and customers through strong interpersonal skills
Experience in scaling organizations and processes
Able to thrive in a fast-paced, high-growth environment, with a high level of drive, accountability, and attention to detail
A self-starter who thrives in a startup environment
Strong written and verbal communication skills
Metrics oriented and customer satisfaction driven
Knowledge of Salesforce Service Cloud strongly preferred but not required
OpenAdvisor Technologies (dba “Vanilla”) provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
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