Note: The job is a remote job and is open to candidates in USA. Constant Contact is hiring a Director of Customer Support to lead global Tier 2 and Tier 3 service delivery in a high-volume, multi-channel support environment. The role oversees support performance and escalations, develops technical support teams, and partners with Product and Engineering to improve customer outcomes and product quality.
Responsibilities
- **T2 & T3 Support Oversight:** Lead advanced technical support delivery, ensuring teams possess the technical bar and problem-solving methodologies required to resolve complex inquiries efficiently
- **Engineering & Product Partnership:** Act as the primary conduit between Customer Support and the Product/Engineering organizations. Synthesize technical support data and high-tier escalation trends to influence product cycles, drive bug remediation, and improve system health
- **Operational Performance Management:** Manage overall team performance against strict benchmarks, monitoring key metrics such as customer satisfaction (CSAT/NSAT), first contact resolution (FCR), handling times, and resolution rates
- **Escalation Governance:** Serve as the definitive escalation point for sensitive, complex, and highly time-critical customer technical issues, safeguarding customer retention and driving quick wins
- **Resource & Staffing Collaboration:** Partner closely with Workforce Management (WFM) and Finance to review advanced-tier volume forecasts, matching technical staffing plans to overarching business objectives and service level agreements (SLAs)
- **Leadership & Talent Development:** Establish objectives, conduct performance evaluations, and provide targeted coaching to people leaders and frontline teams. Partner with the Learning and Enablement Team to design progression programs that scale advanced technical skills and leadership capabilities
- **Strategic Alignment:** Communicate department and company goals down through the T2/T3 tiers to foster purpose and cross-functional alignment. Work cross-functionally with Customer Success, Sales, IT, and HR on corporate initiatives
Skills
- A minimum of 5 years of senior leadership experience in a high-volume, multi-channel customer or technical support center
- Proven history of operating successfully within a SaaS environment, demonstrating a deep understanding of Small and Medium-Sized Businesses (SMBs) and their unique operating verticals
- Strong experience building highly collaborative partnerships with technical groups, specifically Engineering, Product, and IT, to manage technical roadmaps and escalation processes
- Proven ability to manage people leaders and high-performing technical support resources across multi-site onshore, nearshore, and offshore environments
- Strong written, verbal, and analytical skills, with a demonstrated ability to independently problem-solve, take initiative, and maintain focus on continuous quality improvements
- Experience collaborating with and managing business process outsourcers (BPOs) or vendor delivery partners to balance cost-effectiveness with high-quality service outcomes
Benefits
- Health and welfare benefits including paid leave
- Programs that bring employees together on important issues and provide educational opportunities
- Opportunities to grow your career, including stretch assignments, coaching opportunities and professional development opportunities
- A generous paid time off policy
- A competitive benefits package that supports the health and well-being of you and your family
- Hybrid work model combining remote work with access to office locations for in-person collaboration, live trainings, and socializing
Company Overview
Company H1B Sponsorship