BetterCloud is the first SaaS Operations Management platform, empowering IT to define, remediate, and enforce management and security policies for SaaS applications. Over 2,500 customers in 60+ countries rely on BetterCloud for continuous event monitoring, quickly remediating threats, and fully automating policy enforcement. BetterCloud is headquartered in New York City with offices in Atlanta and San Francisco.

Named one of the Top 50 StartUps with “Unicorn” potential by The New York Times, BetterCloud is looking for a Director to lead our support team. We are looking for a humble, hands on leader who can scale our technical support organization, mentor our awesome team, and innovate around our world class customer experience.

Responsibilities

• Recruit, manage and mentor our awesome Technical Support team. Our team works tirelessly each day to support our customer base of forward thinking IT professionals.
• Innovate and evolve our technical support model to best service our customers, and best achieve the goals of BetterCloud’s evolving business.
• Oversee all day to day activities of the support team.
• Advocate the voice of the customer at BetterCloud, including management of escalation of issues to product & technology leadership.
• Serve as an escalation point and sponsor for our most strategic accounts.
• Manage overall team performance, critical processes and KPIs.

Qualifications | Required:

• 5+ years of professional experience in customer experience at a technology company, with 3+ years of experience in customer support.
• Affinity for technology businesses and technical problems, and a creative problem solver.
• Strong foundation in Zendesk, or other customer management solutions (Kustomer, Salesforce, etc)
• Excellent communication skills, and strong management and mentorship credentials.
• Ability to immerse yourself and become literate in the technical challenges our customers are experiencing.

Qualifications | Recommended:

• Previous experience in a technical support role and/or IT.
• Experience using SaaS applications such G-suite, Dropbox, Box, Slack and Salesforce.

What we offer:

• Competitive base salary + stock options
• Full benefits package
• Career growth with an industry innovator

BetterCloud is an Equal Opportunity Employer, including disabled and vets.