At Postscript, we have built an excellent support culture with our team and with our customers. As Director of Customer Support, you will scale that experience for customers while also scaling our teams, processes, tools and analytics.

You will lead and coach our support team, ensuring they are engaged, empowered, and consistently aiming for excellence. You’ll develop a strong infrastructure for the support org along with a roadmap that enables our successful, rapid growth. You’ll work cross-functionally with other stakeholders, identifying and communicating potential product enhancements so that we continue to deliver compelling and highly-used products. 

Above all, you will be a key leader at Postscript and will be instrumental in how we scale in 2021 and beyond. All positions at Postscript are fully remote.

Primary duties

• Oversee Postscript’s customer support team. Maintain and continually improve our exceptional culture on the support team
• Build a world-class onboarding and training program for both new and existing support team members
• Lead, coach, and mentor the support team. Ensure the team is highly engaged, confident, and continuously exercising good judgement and decision-making skills. Develop plans for team members’ continued career growth
• Develop and implement regular reporting cadence on support metrics and team performance
• Administer and ensure the quality of our support technology stack
• Own escalated support issues. Problem solve and resolve difficult issues
• Develop and implement effective Support programs that directly impact company goals, such as customer review and expansion revenue targets
• Identify technical issues and suggest product enhancements. Consistently communicate data-driven insights and recommendations to all key stakeholders. Work closely with Operations, Product, Engineering, Business Analytics, etc.
• Forecast needs for team headcount growth in order to enable Postscript’s successful, rapid scale
• Serve as a key leader in the Customer Success organization. Partner closely with all Customer Teams to continually improve internal processes

What We’ll Love About You

• 6+ prior years experience in customer support leadership within a SaaS organization
• 3+ years hiring, training, coaching and nurturing top talent
• History of strong team performance, preferably in hypergrowth environments
• Demonstrated passion for e-commerce businesses and entrepreneurship
• Demonstrated ability to collaborate cross functionally to improve processes
• Proven project management and communication skills
• Proven ability to select, implement and oversee Support tools/technologies
• Strong analytical skills, with a data-driven, metrics-oriented mindset