Senior Director, Customer Support

Who We Are

Searchspring provides Ecommerce retailers with the industry leading software platform for site search, product merchandising, and personalization. With offices in San Antonio, Denver, Colorado Springs, Portland, Toronto, and remote across the globe, Searchspring employees are dedicated to fostering an environment that enables everyone to thrive, both personally and professionally, and feel supported, engaged, and valued, every step of the way.
Backed by a growth equity firm with extensive resources and expertise in helping software and technology companies navigate transformational growth, Searchspring helps our customers, like PuraVida, Fabletics, SKIMS, West Elm, Specialized, and RipCurl increase cart size, conversion, and repeat customers. Join us as we change the way the world shops online and achieve our mission to deliver the ultimate shopper experience. 

Doug Hooton, Chief Customer Officer at Searchspring, is looking to hire a Senior Director of Customer Support, who will complement and strengthen the team.

Who You Are

• You are a highly driven person, focused on creating the most amazing customer experience possible
• You are a natural leader and have a desire to drive success from others
• Excellent interpersonal and customer service skills
• Excellent organizational skills and attention to detail
• Strong analytical and problem-solving skills
• Strong leadership skills
• Patient, able to build rapport with customers, team members, partners and stakeholders

What You’ll Do

As the Senior Director of Customer Support, you'll ensure teams are delivering a consistent, high-quality customer support experience and improving that support experience and interactions. You’ll establish metrics and measure, analyze and report on support activity. You’ll resolve team personal issues and customer escalations while providing job improvement coaching, career-pathing, and hiring for Support. 

How You Will Succeed

• Oversee the hiring, orienting, and training of customer support staff and vendors to ensure a capable workforce
• Develop and implement customer support processes, policies, procedures, and regulations necessary for ensuring a satisfied customer base
• Handle complex customer issues by analyzing them to come up with solutions effective in addressing customer complaints
• Establish communication channels through which customers can send in their feedback or challenges for prompt resolution
• Analyze customer support data and statistics to obtain results useful in taking key business decisions
• Work closely with the sales and marketing teams to provide customer feedback and insights that can be used to improve our products and services
• Organize programs for customer support staff to update their job knowledge and enhance their skills
• Maintain proper record of all customer support operation and activities for reference purposes
• Assign and designate job territories to customer support staff according to their performance and history
• Participate in educational workshops to stay up-to-date on developments in the industry

What We’re Looking For

• Minimum of 10 years of experience working in a fast-paced environment
• Broad knowledge of Ecommerce concepts and methodologies (e.g., Ecommerce platforms, website development, database management, integration and API, SEO and digital marketing).
• Minimum 5 years, experience in managing a global customer support team supporting SaaS products
• Ability to work independently, as well as in a team environment
• Analytical and problem-solving abilities, with keen attention to detail
• Self-motivated and direct, with the ability to effectively prioritize and execute tasks in a high-pressure environment
• Strong customer service orientation
• Operations experience
• Implemented and optimized ticketing systems, such as Zendesk, Intercom or Salesforce, as well as remote communication tools and platforms
• Proven ability to lead a progressive and compassionate customer support group
• Ability to communicate technical concepts to technical and non-technical audiences
• Ability to manage multiple concurrent projects and motivate professional staff
• Broad knowledge of Ecommerce concepts and methodologies
• Must be fluent in written and spoken English

• Open PTO 
• Sabbatical leave after 5 years of continuous service
• Company-paid health, dental, and vision insurance
• Medical and dependent care flexible spending accounts (FSA)
• Company-paid Short Term and Long Term Disability coverage
• Company-paid Life and AD&D coverage 
• Voluntary benefits, including critical illness, accident insurance, legal services, and pet insurance
• 401(k) plan with employer match
• Continuing education stipend
• Charitable donation matching 
• Remote work allowed

Searchspring is an equal-opportunity employer and proud to foster a workplace free from discrimination and harassment. We strongly believe that diverse backgrounds, experiences, and perspectives are essential in cultivating an inclusive culture and building an innovative, successful organization. All qualified applicants are considered for employment, without regard to age, race, color, religion, sex, national origin, disability, veteran status, sexual orientation, gender identity, or any other protected status. If you require accommodation during the application process, please don't hesitate to contact us.