Senior Director, Customer Support
Simple Practice
- Santa Monica, CA
- $180,000-200,000 per year
- Permanent
- Full-time
- Lead and coach through the SimplePractice Vision, Mission and Core Values; uphold the culture by incorporating this into the daily business operations
- Set the vision, strategy, roadmap and goals for success for the Customer Support team
- Oversee growth, service levels and productivity of department members through determining appropriate training, coaching, quality assurance, and developing individual performance
- Use a data enabled approach to inform coaching decisions and actions on both a team and individual level
- Analyze call center metrics and other performance indicators and delivers strategies to improve service levels
- Act as the ultimate escalation point for customer inquiries
- Continuously gather feedback from team members and deliver on internal changes and improvements
- Oversee and manage BPO relationship
- Recommend and help implement a modern Support tech stack to drive a great customer experience while improving team efficiency
- Plan your team's headcount in alignment with company recommendations to achieve your objectives
- Proactively recruit a diverse team and execute on overseeing the full hiring process from interviews to offer letter and onboarding
- Closely collaborate with all stakeholders of cross-functional projects and maintain a top-down view of the entire execution
- A Bachelor's degree in business a business discipline (eg. Finance, Accounting, Management, Math, etc), MBA preferred
- 7+ years of leadership experience in Customer Support and Management in a multi-site / multi-channel contact center
- 7+ years of experience growing and scaling a Customer Support team in a fast-paced environment and a rapid-growth company
- Experience managing and coaching People leaders
- Proficient and strong understanding of workforce management fundamentals
- Familiarity and comfortability facilitating projects and coordinating with multiple stakeholders
- Strong problem solving and structuring skills, with ability to communicate actionable insights
- Startup Savvy. You understand the fast pace, the scrappiness, and flexibility required for success….. and you love it
- Experience with Support Tech Stack - WFM tools, Case Management Software
- Strong communication skills. Through every medium, and everyone you come in contact with, you know how to communicate effectively, elegantly, and with respect, always
- Ability to manage conflict and resolve difficult situations
- Proven experience providing project and change management for multiple, simultaneous department and cross-functional projects
- Demonstrated ability to synthesize quantitative data into easy to understand and actionable recommendations through a consulting mindset
- Outstanding work ethic, ability to perform under pressure, meet deadlines, prioritize and deliver multiple tasks on time
- Experience in vertical SaaS and/or Healthcare a plus
- B2B experience in the SMB segment or in Direct to Consumer business model
- Medical, dental, vision, life & disability insurance
- 401(k) plan with company match
- Flexible Time Off (FTO), wellbeing days, paid holidays, and summer Fridays
- Mental health resources
- Paid parental leave & Backup Care
- Tuition reimbursement
- Employee Resource Groups (ERGs)
- Required