POSTED March 8

Director, Customer Support at Learning A-Z

  • Customer Support
  • Fulltime
  • USA Only
Job Description

Director, Customer Support – Remote

Location: United States

Full time

Job Responsibilities:

  • Run a chat-based Customer Support Organization
  • Cultivate a high energy, collaborative and customer-first team culture centered around delivering an efficient, effective and empathetic experience for all customers
  • Seek ways to increase self-service customer support for faster and more efficient for educators
  • Improve our knowledge base and its delivery to our clients
  • Improve individual and team efficiency
  • Act as a liaison to the greater leadership team
  • Responsible for executing and regularly updating the relevant parts of the Customer Journey and respective playbooks and evaluating key customer touchpoints throughout the journey in Support.
  • Develops and improves productivity and performance reporting on team performance, individual performance, monthly department performance overall enabling us to keep our product costs as low as possible for our customers.
  • Drive operational quarterly and annual planning with Key LAZ Stakeholders to optimize cross-functional planning, communication and resource management.
  • Partner across marketing, sales, product, engineering, and professional learning services teams to establish a cohesive team approach, process and product efficiencies.

Job Requirements:

  • Minimum 5 years of direct management experience running a chat-focused support organization.
  • Bachelor’s degree preferred.
  • Demonstrates a proven understanding of Intercom, AI, call deflection, bot development, and knowledge base growth.
  • Empathetic manager who demonstrates LAZ values of being hungry, humble, and smart.
  • Proven effectiveness in training and managing teams in a customer support function.
  • Experience with executing strategy around capacity planning, cost analysis, KPI utilization, and problem prioritization
  • Experience successfully implementing data-driven strategy to improve support productivity, customer sentiment, and net revenue retention
  • Experience with and ability to communicate across all levels of an organization, excellent written and verbal communication skills, especially to an executive audience
  • Excellent organizational skills with a high attention to detail coupled with an ability to think strategically
  • Comfortable navigating and mediating conflict
  • Innovative leader and lifelong learner who keeps abreast of operational best practices and supporting technologies
  • Outstanding communication and customer management skills
  • Demonstrated analytical and problem solving skills
  • Experience collaborating with cross-functional teams (e.g., Sales, Professional Learning Services, Engineering, Support)
  • Proficiency in Business Process Automation
  • Knowledge of SalesForce CRM, Intercom, Gainsight, Tableau, Snowflake, and other relevant systems 

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