Director of Customer Support

Postscript

Remote
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 06/13/2021
  • Website: www.postscript.io
  • Company Address:

About Postscript

Postscript is a powerful, easy-to-use SMS platform for Shopify stores. Send campaigns, create automations, and drive new revenue with texts, gifs, and more.

Job Description

Postscript is redefining marketing for ecommerce companies. By introducing SMS as an entirely new channel for ecommerce stores to engage, retain, and convert their customer base, brands are seeing huge ROI with Postscript. Backed by Y Combinator and other top investors, Postscript is growing fast and looking for remarkable people to help build a world class go-to-market (GTM) organization.

At Postscript, we have built an excellent support culture with our team and with our customers. As Director of Customer Support, you will scale that experience for customers while also scaling our teams, processes, tools and analytics.

You will lead and coach our support team, ensuring they are engaged, empowered, and consistently aiming for excellence. You’ll develop a strong infrastructure for the support org along with a roadmap that enables our successful, rapid growth. You’ll work cross-functionally with other stakeholders, identifying and communicating potential product enhancements so that we continue to deliver compelling and highly-used products. 

Above all, you will be a key leader at Postscript and will be instrumental in how we scale in 2021 and beyond. All positions at Postscript are fully remote.

Primary duties

  • Oversee Postscript’s customer support team. Maintain and continually improve our exceptional culture on the support team
  • Build a world-class onboarding and training program for both new and existing support team members
  • Lead, coach, and mentor the support team. Ensure the team is highly engaged, confident, and continuously exercising good judgement and decision-making skills. Develop plans for team members’ continued career growth
  • Develop and implement regular reporting cadence on support metrics and team performance
  • Administer and ensure the quality of our support technology stack
  • Own escalated support issues. Problem solve and resolve difficult issues
  • Develop and implement effective Support programs that directly impact company goals, such as customer review and expansion revenue targets
  • Identify technical issues and suggest product enhancements. Consistently communicate data-driven insights and recommendations to all key stakeholders. Work closely with Operations, Product, Engineering, Business Analytics, etc.
  • Forecast needs for team headcount growth in order to enable Postscript’s successful, rapid scale
  • Serve as a key leader in the Customer Success organization. Partner closely with all Customer Teams to continually improve internal processes

What We’ll Love About You

  • 6+ prior years experience in customer support leadership within a SaaS organization
  • 3+ years hiring, training, coaching and nurturing top talent
  • History of strong team performance, preferably in hypergrowth environments
  • Demonstrated passion for e-commerce businesses and entrepreneurship
  • Demonstrated ability to collaborate cross functionally to improve processes
  • Proven project management and communication skills
  • Proven ability to select, implement and oversee Support tools/technologies
  • Strong analytical skills, with a data-driven, metrics-oriented mindset

What You'll Love About Us

  • High growth startup - plenty of room for you to directly impact the company and grow your career!
  • Fully remote culture - work from home (or wherever!)
  • Fun - We're passionate and enjoy what we do
  • Competitive compensation and opportunity for equity
  • Unlimited paid time off 
  • Health, dental, vision insurance
  • Other great perks, such as home office stipend

You are welcome here. Postscript is an ever-evolving place of equal employment for talented individuals.

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.