Facebook pixel

Senior Director
Global Support
Posted on 7/6/2022
Boise, ID, USA
Experience Level
Desired Skills
  • BA/BS Degree in a technical discipline or equivalent experience
  • 8+ years of experience managing customer facing support teams, with at least 3 years of experience in a Software-as-a-Service (SaaS) company
  • Experience managing global Support teams and/or channels
  • Experience growing early career leaders & individual contributors
  • Excellent customer management instincts and abilities, excellent written and verbal communications, executive level presence and experience in facilitation of meetings with C-level attendees
  • Overall responsibility for providing high-quality customer support within defined, measurable service levels, including 24/7 response and resolution within defined SLAs
  • Utilize integrated support channels to provide customers with highly effective support, while holding an extremely high bar for quality
  • Manage escalation of critical customer issues, working closely with Product Management, Engineering, and in close communication with Professional Services and Sales
  • Build excellent customer relationships, addressing escalations and managing customer expectations
  • Coordinate with Product Management and Engineering on defect resolution and product enhancements, driven by customer feedback
  • Coordinate with other operational leaders on process improvements to reduce customer pain points
  • Hire, develop and mentor Support team members, building a culture of excellence and exceptional customer experiences
  • Manage operational dashboard to track and monitor key business metrics; maintain a high-level view of all open customer issues, and present regular updates on open issues (both internally and externally)
  • Develop a best-in-class escalations team to drive resolution of complex, multi-product technical issues

1,001-5,000 employees

Military & defense technology
Company Overview
Axon provides electronic control devices to law enforcement and corrections agencies.
  • Medical, Dental, Vision
  • Fitness Programs
  • Mental Health
  • Pre-Tax Savings (401k, HSA, FSA)
  • Annual Bonuses
  • Stocks
  • Remote Work
  • Paid Time Off
  • Parental Leave
  • Room to Grow
  • Leadership Development Program
  • Learning and Development
Company Values
  • Be obsessed
  • Aim far
  • Win right
  • Own it
  • Join forces
  • Expect candor