Director, Product Support

About this role

As Director of Product Support, you will hire, develop, coach, and lead our centralized support department for Petvisor’s North American division. Reporting to the VP of Customer Experience, this experienced professional will manage our support organization, providing post-sales technical assistance to our veterinary clinics and software users in North America. You will partner cross-functionally with sales, marketing, implementation, product, and other teams to deliver a first-class customer experience and help drive long-term customer retention and satisfaction.  A successful candidate will advocate for their team and customers, using data to drive informed decisions, quick resolutions, and organizational improvement. This role requires an individual to always look for ways to improve data quality, automation, efficiency, productivity, and outcomes to impact the customer journey positively.

Apply if you're excited to: 

• Lead strategic operations of your team, including establishing and maintaining high-achieving support metrics (productivity, response time, CSAT), manage customer escalations, and ensure teams appropriately document activities in a timely manner
• Build strong relationships with Engineering, Product, and Customer Experience teams to ensure voice of the customer is well represented; work cross-functionally and with the executive team to implement organization-wide initiatives
• Develop our resourcing strategy for support, including implementing new technology, championing improved processes, and scaling the team to support business needs
• Lead and grow Managers, managing professional growth through weekly 1:1 coaching, clear documentation of expectations/opportunities, and recruiting of new team members per the Who Methodology
• Support and contribute to companywide initiatives, including establishing and implementing tools and metrics that drive and deliver a proactive, customer-focused experience
• Manage key 3rd party integration partners to ensure proper functionality of each software platform
• Frequently analyze customer and performance data to make informed decisions about operational and process changes, customer communications, and training

About You:

• Minimum 7+ years of demonstrable success managing a multi-faceted Technical Success team at a SaaS or technology-related company. Required 5+ years experience managing a multi-faceted Support team at high growth, private equity, or VC-backed, SaaS company
• Experience in a highly technical support environment

• Expert working knowledge of Jira, ZenDesk, and G-suite products
• Product-minded with a track record of applying deep customer experience knowledge to inform product, sales, and overall go-to-market strategies
• Demonstrable team leadership experience and the ability to monitor trends and use data to drive decision-making and team strategy
• Thrive in a fast-paced, high-growth environment with a strong drive, sense of accountability, and attention to detail
• Record of success collaborating with all levels of internal management
• Experience navigating and resolving customer escalations
• Excellent leadership, organizational, problem-solving, and decision-making skills
• A background using data to analyze results and make decisions
• Experience integrating new product lines is a plus!

Benefits & Perks 

• Medical coverage for employees and dependents (80-90% covered by employer)
• Employer HSA contribution with HDHP
• 401(k) match up to 3.5% 
• Dependent Care Flexible Spending Account (FSA)
• Dental & Vision coverage available 
• Basic Life and AD&D Insurance
• Short and Long Term Disability
• Flexible Time Off & 13 Paid Annual Holidays
• Paid Parental Leave
• Pawternity Leave, Financial Pet Adoption Support & Subsidized Pet Insurance
• $250 Annual Stipend for Learning and Development