Senior Director, Customer Support

| Greater NYC Area
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We are looking to hire a seasoned Director to manage and lead our Customer Support team.The Customer Support team is our customer-obsessed foundation; we put customers first in every aspect of the customer interaction and we pride ourselves on maintaining the highest standards of customer care. We are looking for an experienced candidate to drive excellent customer experiences through our support channels. This person will help us take these teams to new heights and develop the process, structure, and team development that will enable us to continue to scale. 

In this role, your central focus is always on delivering quality support, by providing a satisfactory resolution to customers at first contact. You will be accountable for setting and holding quality support standards for the team, by reviewing their work, spotting trends and removing obstacles that impede delivering the highest levels of customer satisfaction. You will be an expert on the products your teams are supporting because we believe this is the best way to fix problems and come up with real improvement ideas. You will use these product insights to lead your customer support managers in implementing data driven improvement initiatives.

Bizzabo is the leading event success platform for in-person, virtual, and hybrid events. Bizzabo’s all-in-one event software helps companies measure, manage, and scale events towards key business outcomes—empowering every organizer, marketer, exhibitor, and attendee to unleash the power of professional events. Bizzabo powers events for brands like Amazon, Electronic Arts, Financial Times, Forbes, Siemens, and Salesforce, to name a few. The company was founded by Boaz Katz, Alon Alroy, and Eran Ben-Shushan, and has hundreds of Bizzaboers working around the globe.


Community Details and Perks:

The Bizzabo Community 

At Bizzabo we believe that culture is more than just happy hour and a ping pong table (though we do love a good ping pong tournament), we believe that culture is everything we do and how we do it. Our values are what help to guide us in our interactions with each other, our customers, and anyone who crosses paths with Bizzabo. Bizzabo fosters an environment of communication and trust. We don’t just offer the opportunity to share ideas, we encourage you to own your ideas and bring them to fruition.

Our core values as a community have carried over to the virtual workspace as we’ve transitioned to remote work in light of COVID-19.


Perks

  • We offer a comprehensive insurance package at no out of pocket cost to the employee, 401k, Pre-tax commuter benefits, and a generous vacation policy.
  • We are a dog friendly in-person and virtual office!
  • For new employees joining us during this remote work period, we offer a comprehensive virtual onboarding experience with a stipend to get your remote office set up. 
  • We have frequent Bizzabonding activities including bi-weekly sponsored lunches, bi-weekly happy hours, virtual cooking classes, yoga classes, fitness classes, and other virtual bonding activities to keep our Bizzaboers engaged and connected. We welcome all new ideas and encourage each Bizzaboer to participate or lead their own virtual event!

#LI-BR1


What you'll be doing:

  • Lead and manage the Customer Care team, delivering exceptional service to our customers around the world 24/7.
  • Coach an existing team of Customer Care specialists (based in several locations globally) and managers by providing them with direction, support and motivation.
  • Drive continuous improvement processes across all of your teams
  • Demonstrate innovation by enhancing or creating processes that will improve customer satisfaction, increase productivity, and improve our ability to respond to customer needs.
  • Drive the vision for the future of Customer Care at Bizzabo, and introduce innovative ways to support our customers with the goal of achieving the highest standards in customer satisfaction.
  • Provide solutions-oriented support to our customers and optimize the customer experience by liaising with the internal teams to identify opportunities that continually improve the customer experience.
  • Set and maintain impeccable service and clienteling standards consistently
  • Work with the team to establish Key Performance Indicators (KPIs) that help measure performance, identify gaps, effectively create a best in class customer care solution for our customers and report KPIs consistently to leadership.
  • Ensure high functioning Customer Care team and a best-class customer experience
  • Introduce new Customer Care channels, such as phone and live chat.
  • Be the “Voice of the Customer” to the Product Development team to ensure we continue to evolve as a platform in a way that aligns with the goals of our customers and drives long term resolutions.
  • Maintain and advise on best practices for Zendesk within our customer service department.

Who you are:

  • You have 12+ years experience in a Customer Support role in a B2B SaaS environment.
  • 5+ years of experience directly managing a global large support team of 25+ people and offshore operations.
  • Proven track record of success in building large teams and maintaining SLA
  • Sourced and managed outsourcing partners as well as in-house support teams
  • Strong process improvement skills with a focus on operational excellence 
  • Emotionally intelligent and humble leader; excellent listener
  • You lead by example, and you are not afraid to roll up your sleeves and do the work
  • Deep familiarity and strong philosophy regarding customer service standards
  • Experience managing well in fast-paced, high-growth environments
  • Experience with Zendesk or similar customer care platforms for service tickets, chat, phone and knowledge base.
  • You are obsessed with customer satisfaction and have a willingness to go “the extra mile” for our customers
  • You are a visionary, who can see the big picture and do whatever it takes to implement it
  • Excellent oral and written communication skills
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Technology we use

  • Engineering
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • SqlLanguages
    • jQueryLibraries
    • ReactLibraries
    • MySQLDatabases

Location

Our office is located in the Flatiron District. Our energetic culture extends beyond the office and into the neighborhood of trendy bars/shops.

An Insider's view of Bizzabo

What are some social events your company does?

Bizzabo’s culture is unmatched. From lunches with Name that Tune & Jeopardy to happy hours with trivia and costume contests, we know how to have fun. Team escape rooms? Check. Thanksgiving potlucks? We got it. Holiday parties with dancing until midnight? Oh yes. At the end of the day, our Bizzaboers are what make these events so great and fun!!

Amanda

Marketing Coordinator

What does your typical day look like?

I moved from Florida searching for a company just like Bizzabo - a bunch of innovative characters who work as hard as they play. I spend my days building relationships with marketers from the likes of Google, LinkedIn & Amazon. It's amazing how our company shocks the competition and I've got to say it feels good to be playing for the winning team :

Brae

Account Executive

How does the company support your career growth?

Bizzabo won me over in the interview process and has greatly exceeded my expectations since then. I'd say about 90% of my friends in New York after 2 years can be tied back in some way to Bizzabo and I've grown more professionally in that time than my previous 5 years of professional experience combined.

Dan

Manager - Sales

What is your vision for the company?

Taking part in many events, we realized how difficult it was to efficiently plan and execute an event and how hard it was to measure event success. We set out on a mission to help all stakeholders; Allowing event organizers to create personalized, customized experiences for their attendees and have the ability to analyze and measure event ROI for t

Eran Ben-Shushan

Co-Founder & CEO

What projects are you most excited about?

As a Field Marketing Manager, I work on creating valuable and memorable experiences through the power of events. It's a privilege to bring both partners and clients together to show how our much of an impact our brand has at conferences, trade shows and more!

Alysha

Field Marketing Manager

What are Bizzabo Perks + Benefits

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Diversity manifesto
Mean gender pay gap below 10%
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
We offer 10-15 different medical insurance options to choose from through Trinet. Majority of those options are 100% employer paid.
Life Insurance
Wellness Programs
We have partnered with a company called Seatback to offer health and wellness classes, fitness watches and devices and more!
Team workouts
We currently have virtual fitness classes ranging in type from HIIT to yoga.
Mental Health Benefits
We offer 100% paid employer mental health services through BetterHelp
Retirement & Stock Options Benefits
401(K)
Company Equity
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Child Care Benefits
Remote Work Program
Company sponsored family events
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
On top of sick/personal days we also offer 1 mental health day per month
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Pet Friendly
Recreational Clubs
Home Office Stipend for Remote Employees
All employees receive a $900 home office stipend
Professional Development Benefits
Job Training & Conferences
Diversity Program
Cross functional training encouraged
Promote from within
Continuing Education stipend
Customized development tracks
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