As the Director of Customer Support you will develop and provide strategic direction, leadership, and oversight in all aspects of leading the Customer Support team. You will foster a culture of high-performance that consistently delivers an exceptional customer experience. You must be a dynamic leader that understands the value of people and process, one that demonstrates exceptional personal communication, and is accessible to the team. You believe that good and impactful things can happen with your efforts and have the metrics to prove it.
What you’ll Do:
- Develop and own an overall strategic support roadmap that enables excellent service, quality, and cost reduction within key channels
- Work with Senior Leaders to develop and implement strategic objectives
- Identify and evaluate state-of-the-art technologies
- Work with 3rd party vendors and internal stakeholders to deliver an outstanding customer experience
- Collaborate with cross-functional teams to define and implement workforce management strategies, including forecasting customer demand, optimizing staffing levels, and creating efficient scheduling processes
- Implement and maintain quality assurance programs and processes to monitor and evaluate the performance of customer support teams
- Develop and analyze key performance indicators (KPIs) to assess the effectiveness and efficiency of customer support operations, providing regular reports and actionable insights to senior management
- Lead a team of managers, providing guidance, coaching, and mentoring to drive professional growth and enhance team performance
- Foster a culture of customer-centricity and excellence within the customer support department, promoting a positive and collaborative work environment
- Collaborate closely with functional teams, such as Customer Success Management, Sales, Product Management, Engineering, RevOps, to align customer support initiatives with overall business objectives and enhance customer satisfaction
What You’ll Bring:
- Ability to work out of the Plano, TX office 3 days per week
- 10+ years of experience building and managing high performing B2B amp; B2C Customer Support teams in a multi-channel environment, including managing managers
- 5+ years in a SaaS based organization with demonstrable achievements in end-user support that enables adoption and use of the software
- Experience in live channel support, including chat-based support, to help end users real-time while balancing average speed of answer and cost efficiency
- Proven ability to create and embody a raving fans culture that delights customers and employees in innovative ways.
- Demonstrated ability to develop and maintain C-level relationships
- Proficiency working with globally distributed teams and remote engineering organizations, and driving successful outcomes across multiple time zones
About Tapcheck:
Tapcheck is a digital platform offering an easy and convenient way to access on-demand earnings early. Available at no cost to employers, our app-based on-demand pay solution helps relieve the financial stress that many employees experience on a daily basis.
The Tapcheck team is passionate about our mission to improve financial wellness and boost business productivity. By giving workers the ability to transfer wages they’ve earned directly to their bank account or pay card without waiting for payday, Tapcheck eliminates the need for high-interest payday loans or employer-funded cash advances.
How We Get Things Done:
Our core values act as a steadfast guide, directing our decisions and anchoring our actions. We consider these values non-negotiable, especially when it comes to our hiring process.
- Humility: We believe in the power of humility. We value team players who are down-to-earth, respectful, and open to learning from others. Our employees approach challenges with a positive attitude, acknowledging their strengths and weaknesses while celebrating the achievements of their colleagues.
- Grit: We admire individuals with grit those who demonstrate unwavering determination and resilience in the face of obstacles. At Tapcheck, we take pride in overcoming challenges together, pushing the boundaries of what is possible, and embracing failure as an opportunity for growth.
- Raising the Bar: Continuous improvement is at the heart of our culture. We are committed to setting high standards and pushing ourselves to exceed them. We seek employees who are innovative and strive for excellence, constantly seeking ways to enhance our products, services, and processes.
- Striving for Growth: We foster an environment that encourages personal and professio