Director, Escalation and Supportability
Outreach
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Atlanta, GA, USA
Posted 6+ months ago
About the Team
The Outreach Technical Support team is a crucial resource that helps customers realize the full potential of the Outreach platform. The team is comprised of deeply technical, customer-obsessed support professionals that answer questions, address challenges and advocate for solutions that improve the Outreach customer experience.
The Role
The Director of Escalations and Supportability is responsible for enhancing the Outreach customer experience by managing technical escalations and by surfacing escalation root causes and analyzing support cases. This role will work cross functionally to drive resolution to hot issues and build bridges with Product Management to enhance the user experience. This is a very strategic role that will regularly engage with Outreach customers executives, develop relationships with leaders across Outreach, and have significant impact by surfacing the customer insights that drive product and process improvements. The successful candidate for this role is a deeply inquisitive, data-driven, relentless customer advocate.
Location
We prefer that this individual be based near one of our main office sites (Seattle or Atlanta) and have a regular presence in the office.
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.
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This job is no longer accepting applications
See open jobs at Outreach.See open jobs similar to "Director, Escalation and Supportability" Techstars.