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Postscript 4 months ago
directore-commerceengineeringgrowthleadleadermanagerrecruiterstrategysupporttechnicalvideo
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As a Director of Support, you will build and lead a team of Customer Experience Associates and Technical Support Specialists, setting a bar of excellence for CX at Postscript.  As a leader on the team, you will help develop our evolved support strategy to align with our ever-increasing and more technical customer base. You’ll work cross-functionally with other key leaders to ensure our customers receive high-quality, quick, and thorough resolutions.  You will be a culture driver in maintaining and continuing the high standard of excellence our customers have grown to expect.  This position is fully remote. Primary duties* Develop and drive the strategic direction of the Postscript Support organization* Maintain an expert-level understanding of the Postscript product, along with larger e-commerce & marketing knowledge* Evolve and grow a highly engaged, high performing Support team that prides themselves on teamwork and customer satisfaction* Foster a strong sense of accountability to customers and other Postscript team members* Develop plans for team members’ continued career growth and have regular coaching and feedback sessions* Develop the capabilities of our technical support specialist function* Develop and implement regular reporting cadence on Support metrics and team performance. * Build sustainable and repeatable processes between Support and Engineering - driving customer insights, sharing feedback, and accelerating resolutions* Own escalated customer issues. Problem-solve and resolve difficult issues in a way that strongly exhibits our core values and customer philosophy. * Help automate support processes when appropriate* Identify opportunities to continuously improve the customer experience* Proactively communicate with internal stakeholders to align on new opportunities or mitigate risks* Develop and implement effective, repeatable processes and playbooks for your team. * Update our systems and tools to increase efficiency and effectiveness What We’ll Love About You* 5+ years Sr. Manager/Director - level experience in Support, leading  high-performing teams* Demonstrated experience with building mid-stage Support teams* Demonstrated experience in coaching and mentoring Customer Experience Associates and Technical Support Specialists* Demonstrated history of strong team performance, preferably in hyper-growth environments* Demonstrated ability to collaborate cross-functionally to improve processes* Strong process orientation and ability to drive a consistent and repeatable experience * Strong analytical skills, with a data-driven, metrics-oriented mindset* Strong technical skills, able to understand the nuances of Postscript’s product and SMS deliverability* Demonstrated passion for e-commerce businesses and entrepreneurshipWhat You’ll Love About Us* Salary range of USD $114,000-$130,000 base plus significant equity (we do not have geo based salaries)* High growth startup - plenty of room for you to directly impact the company and grow your career!* Work from home (or wherever)* Fun - We’re passionate and enjoy what we do* Competitive compensation and opportunity for equity* Flexible paid time off* Health, dental, vision insuranceWhat to expect from our hiring process:* Intro Call: You’ll hop on a quick call with the Recruiter so we can get to know you better — and you can learn a little more about the role and Postscript. * Hiring Manager Intro: You’ll hop on a quick call with the Hiring Manager so your future Manager can get to know you better — This is a great time to learn more about the team & position. * Virtual Onsite Interviews: You’ll be meeting with 2-4 team members on a series of video calls. This is your chance to ask questions and see who this role interacts with on a daily basis.* Homework Assignment: We will send over an exercise that challenges you to solve a problem & come up with a creative solution, or outline how you've solved a problem in the past. Get a feel for what you’ll be doing on a daily basis!* Final FEACH Interview: This is our interview to assess your ability to represent how you work via our FEACH values. As we build the #1 team in Ecommerce, we look for iniduals who embody FEACH professionally and personally. We want to hear about this in your final interview!* Reference Checks: We ask to speak with at least two references who have previously worked with you, at least one should be someone who has previously managed your work.* Offer: We send over an offer and you (hopefully) accept! Welcome to Postscript!For information about how we use your personal data, please see our U.S. Job Applicant Privacy Notice #Salary and compensation

No salary data published by company so we estimated salary based on similar jobs related to Recruiter, Video and Marketing jobs that are similar:
$50,000 — $80,000/year
#Benefits
💰 401(k)🌎 Distributed team⏰ Async🤓 Vision insurance🦷 Dental insurance🚑 Medical insurance🏖 Unlimited vacation🏖 Paid time off📆 4 day workweek💰 401k matching🏔 Company retreats🏬 Coworking budget📚 Learning budget💪 Free gym membership🧘 Mental wellness budget🖥 Home office budget🥧 Pay in crypto🥸 Pseudonymous💰 Profit sharing💰 Equity compensation⬜️ No whiteboard interview👀 No monitoring system🚫 No politics at work🎅 We hire old (and young)
#LocationPhoenix, Arizona, United States