Director, Customer Support

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