Senior Director, Customer Support

Simple Practice

  • Santa Monica, CA
  • $180,000-200,000 per year
  • Permanent
  • Full-time
  • 1 month ago
About UsAt SimplePractice, our team is dedicated to improving the health and wellness industry by building a suite of innovative solutions for practitioners and their clients. Our product supports practitioners on their clinical journey to becoming licensed, helps them manage their business and practice once they're up and running, and enables new clients to discover and interact with practitioners. Taking a practitioner-first approach in everything we do makes it possible for health and wellness practitioners to devote more time to their clients while they use SimplePractice to start, grow, and maintain a successful private practice.The RoleAs the Senior Director of Customer Support, you will lead a highly skilled organization that is passionate about driving a great support experience for our customers. Your knowledge of best practices, tools and processes will enable our team to support SimplePractice as it continues its rapid evolution. By managing, mentoring and leading a diverse team across multiple locations, you will foster a collaborative and inclusive work environment that embodies continuous learning and growth.Responsibilities
  • 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
Desired Skills & Experience
  • 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
Bonus Points
  • Experience in vertical SaaS and/or Healthcare a plus
  • B2B experience in the SMB segment or in Direct to Consumer business model
Base Compensation Range$180,000 - $200,000 annuallyBase salary is one component of total compensation. Employees may also be eligible for an annual bonus or commission. Some roles may also be eligible for overtime pay.The above represents the expected base compensation range for this job requisition. Ultimately, in determining your pay, we'll consider many factors including, but not limited to, skills, experience, qualifications, geographic location, and other job-related factors.BenefitsWe offer a competitive benefits program including:
  • 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)
California Job Applicant Privacy NoticeThank you for your interest in opportunities at SimplePractice LLC (“SimplePractice” or “us” or “we” or “our”). Please note that when you submit your resume or application materials to us for employment purposes, you are subject to the .For more information about our privacy practices, please contact us at .Apply for this Job
  • Required
First Name *Last Name *Email *PhoneResume/CV *Drop files hereAttach or enter manually(File types: pdf, doc, docx, txt, rtf)Cover LetterDrop files hereAttach or enter manually(File types: pdf, doc, docx, txt, rtf)When autocomplete results are available use up and down arrows to reviewAre you eligible to work in the United States? *What are your salary expectations?LinkedIn Profile: *How many years of leadership/management experience do you have in Customer Support? *U.S. Voluntary Demographic QuestionsWe are serious about our dedication to building a diverse workplace, where our employees can bring their best selves to work in order to learn, thrive, and do great things together. In recent years, we've doubled down on our commitments to ensuring we are a values-driven culture supported by strong individuals and leaders. This commitment extends to hiring, where we have set high standards for ourselves to run a positive and inclusive process.To help us recruit and hire in a way that is respectful of all candidates, we invite you to anonymously self-identify about gender, sexual orientation, race/ethnicity, veteran status, and disabilities. Any information provided is completely voluntary, anonymous, and analyzed in aggregate by a small group on our People & Talent team.If you prefer not to participate, that's fine. However, we hope that you will choose to answer so we can gather as much data as possible, and use it to continue making a vibrant, diverse, and special place to work.The legal stuff: All individuals that are seeking employment are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, pregnancy, veteran status, gender identity, gender expression, or sexual orientation.Gender Identity (Select one)ManWomanNon-binary/Third Gender (including Agender, Bigender, Genderqueer, Genderfluid, and Two Spirit)I prefer not to self-identifyTransgender Identity (Select one)I identify as transgenderI do not identify as transgenderI prefer not to self-identifyLGBTQIA+ Identity (Select one)I identify as LGBTQIA+I do not identify as LGBTQIA+I prefer not to self-identifyRace/Ethnicity (please mark all that apply) (Select one)African American/BlackCaribbeanEast Asian (including Chinese, Japanese, Korean, Mongolian, Tibetan, and Taiwanese)Hispanic/Latino/LatinxMiddle EasternNative American/Alaskan NativePacific IslanderSouth Asian (including Bangladeshi, Bhutanese, Indian, Nepali, Pakistani, and Sri Lankan)Southeast Asian (including Burmese, Cambodian, Filipino, Hmong, Indonesian, Laotian, Malaysian, Mien, Singaporean, Thai, and Vietnamese)

Simple Practice