Director, Escalation and Supportability
Outreach
Your Daily Adventures Will Include
- Coordinate and collaborate across functions to resolve high-impact, high visibility customer escalations.
- Provide executive level status updates on hot escalations to manage customer expectations and keep internal stakeholders up to date on progress.
- Analyze support cases and customer interactions to identify top contact drivers and issue trends.
- Identify and adopt technology and tools that will streamline the analysis of support tickets and surfacing of top contact drivers and trends (e.g., AI).
- Drive engagement with Product Management to influence product changes that will minimize customer friction points, enhance the customer experience and reduce support ticket volumes.
- Integrate with Product and Engineering team to involve Support early in the product development cycle to provide feedback, identify tooling needs, and kickstart early support enablement efforts.
- Empowering support engineers by identifying tools and enablement that minimize the need to escalate issues to Engineering.
- Establish key performance indicators (KPIs) and measurable goals for the team, and create reports and summaries that demonstrate the team’s progress and impact.
- Attract and retain a high-performance team by building a strong team culture that fosters trust, collaboration, and achievement of long-term career goals.
Our Vision of You
- 8+ years of experience in product management, technical support, escalation management or supportability in a fast-paced SaaS software company.
- 5+ years in a managerial or leadership capacity.
- Customer-obsessed with a passion for advocating for customers and empowering support teams.
- Excellent communication skills, with an adaptive style to effectively communicate to a broad range of audiences (technical staff, CxO, etc.)
- Excellent executive presence and ability to collaborate with and influence Product, Engineering, and Sales/GTM leadership.
- Able to work collaboratively with cross-functional teams.
- Proven ability to handle high-pressure situations and customer escalations.
- Forward-thinker in leveraging AI-powered tools such as predictive analytics, chatbots, and automation to streamline processes.
- Ability to multitask and balance the immediate demands of hot escalations with a methodical approach that surfaces insights that remove customer friction and address systemic issues.
- Insatiable curiosity and an unrelenting drive to ask “why” to get to root causes.
- Experienced in building balanced scorecards and operational dashboards that surface the most important KPIs for regular review and management.
- High technical aptitude, but an ability to translate that to executive level communication. An ability to get into the weeds, but also operate at a higher level.