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Director of Support



Customer Service
New York, NY, USA
Posted on Tuesday, June 18, 2024

Alloy is where you belong!

Alloy solves the identity risk problem for companies that offer financial products by enabling them to outpace fraud and confidently serve more people around the world. Banks and Fintechs turn to Alloy to take control of fraud, credit, and compliance risk, and grow with the clearest picture of their customers.

Through our values: Be Bold, Get Scrappy, Collaborate, and Celebrate Our Differences, we are creating a workplace where you can grow, thrive, and belong. See how we’ve been continuously recognized and named one of Inc. Magazine’s Best Workplaces, Forbes America’s Best Startup Employers, Best Fintech to Work for by American Banker, year after year.

Check out our investors and read more about us here.

Why we’re hiring

We're rapidly growing and seeking a Director of Support to lead and scale our customer support operations. You’ll be joining the Alloy team at a pivotal moment, contributing to the success of our clients by ensuring they receive world-class support. The role will be critical in driving client advocacy, retention, and loyalty by developing and implementing effective support strategies.

What you’ll be doing

  • Lead and Develop the Support Team: Manage, mentor, and develop a high-performing support team to deliver exceptional customer service.
  • Strategic Planning: Develop and execute a strategic plan for the support organization that aligns with Alloy’s business goals.
  • Customer Advocacy: Act as the voice of the customer within the company, ensuring their needs are represented and addressed.
  • Process Optimization: Identify, implement, and optimize support processes and tools to improve efficiency and effectiveness.
  • Cross-Functional Collaboration: Work closely with Product, Engineering, Sales, and Customer Success teams to resolve customer issues and improve the product.
  • Performance Metrics: Establish and monitor KPIs to ensure the team meets and exceeds performance targets.
  • Continuous Improvement: Foster a culture of continuous improvement by regularly assessing and refining support practices.
  • Escalation Management: Manage high-priority customer issues, ensuring timely and effective resolution.
  • Knowledge Management: Develop and maintain comprehensive documentation and training materials for both the support team and customers.

Who we're looking for

  • Experience: 8+ years of experience in customer support roles, with at least 4 years in a leadership position. Ideal: experience leading a global, 24/7/365 Support organization
  • Leadership Skills: Strong leadership and people management skills, with the ability to inspire and develop a high performing team
  • Customer Focus: Passionate about customer satisfaction and experienced in implementing customer-centric strategies.
  • Analytical Mindset: Data-driven with the ability to analyze metrics and make informed decisions.
  • Commercial acumen: proven ability to conceptualize and deliver paid Support offerings
  • Technical Proficiency: Familiarity with support tools and technologies (e.g., Zendesk, Salesforce). Experience leading a team supporting a complex, technical product

We're a lean team, so your impact will be felt immediately, and opportunities will grow as the company scales up. If this all sounds like a good fit for you, why not join us?

At Alloy, we strive to attract and retain talent with a total rewards program that is competitive with other organizations of our size and stage. We are committed to ensuring each new team member has what they need to be successful in their role with a balanced range of compensation, equity, perks, and benefits. We actively share our philosophy with employees, to foster openness and clarity. Finally, we work to administer our philosophy and drive consistency to promote equity and monitor the fairness of outcomes.

The following range is based on the scoped level within the organization and only for highly targeted geographies: $156K-184K

Benefits and Perks!

  • Unlimited PTO and flexible work policy
  • Employee stock options
  • Medical, dental, vision plans with HSA (monthly employer contribution) and FSA options
  • 401k with 100% match up to 4% of annual employee compensation
  • Eligible new parents receive 16 weeks of paid parental leave
  • Home office stipend for new employees
  • Learning & Development annual stipend
  • Well-being benefits include access to OneMedical, Headspace, and more

How to Apply

Apply right here. You've found the application!

Alloy is proud to be an equal opportunity workplace and employer. We’re committed to equal opportunity regardless of race, color, ancestry, religion, gender, gender identity, parental or pregnancy status, national origin, sexual orientation, age, citizenship, marital status, disability, or veteran status. We are committed to an inclusive interview experience and provide reasonable accommodations to applicants with visible and invisible disabilities. We encourage applicants to share needed accommodations with their recruiter. We are committed to an inclusive interview experience and provide reasonable accommodations to applicants with visible and invisible disabilities. We encourage applicants to share needed accommodations with their recruiter.