We are looking for a smart, hard-working, motivated individual to lead the Customer Support aspects of our business. We view Support as a cornerstone of our continued growth, going beyond metrics and processes to focus on doing the right thing for our clients. This is a key position tasked with defining and executing a best-in-class customer experience.
Customer Support consists of Customer Support Tiers 1 & 2, Premier, and Technical Support, providing support for over 10 different applications across our product portfolio. The teams are separate functional areas based on software type and acquisition integration strategies.
WHAT YOU’LL DO:
- Define and own the entire support lifecycle - implement best practices, map customer journey, allocate appropriate resources etc
- Develop a 3-year strategy, execution roadmap, priorities and plan to deliver proactive support vision, deflection and scale/productivity
- Responsible for creating and maintaining a scalable global service delivery model across all applicable geographies
- Define, and manage all operational metrics for the organization from high-level KPIs to individual scorecards at all levels of the organization
- Take full responsibility for the overall success of client support organization against group priorities and company goals
- Drive staff engagement by providing professional development and guidance to all levels of the support team
- Act as the Voice of the Customer across the organization & company
- Identifying and providing feedback through 1:1s, effective use of personal development plans, and coaching & development opportunities
- Work closely with the Product Development Team to identify opportunities for future product functionality and provide insight on customer experience as it pertains to roadmapping
- Drive efficiency with Product Management and Engineering teams to provide efficient resolution for customers’ requests
- Manage resource allocation, ensuring enduring processes are established as the organization scales to support an increasing global product footprint
- Oversee and refine processes within our CRM to create efficiencies and cross-departmental communication
Key Initiatives include:
- Define processes and KPIs, and ensure process adherence
- Partner with applicable leaders on a support-based AI strategy
- Create, or deliver against potential outsourcing models to create cost effectiveness across the organization
- Self-support infrastructure to allow support plan tiers and the appropriate structure to support customers based on need and importance
- Scale and define support by customer segment
- Align SLAs with Product, Sales, and Marketing to ensure we measure and deliver on best-in-class support commitments and resolution times
WHAT YOU’LL BRING:
- A minimum of a Bachelor’s degree and at least 5 years of mid-level experience in managing customer service & technical support teams in an omni-channel contact center environment.
- Have driven metric / KPI management, improvement actions and attainment.
- 8+ years’ experience leading 100+ person organizations in a high-growth SaaS/Cloud environment
- Demonstrated past experience in managing incident and defect prioritization collaboratively with development teams.
- Strong strategic and customer focus with a clear understanding of the wider issues impacting the relevant markets.
- Deep understanding of B2B client support methodologies, having designed and implemented impactful client support techniques in a hyper-growth business.
- Experience implementing and driving Knowledge, Self-Service, CRM, ERP, and Incident management tools for client support processes.
- Experience driving SaaS Service teams through high growth is a must.
- Have a solid grasp of customer service and some experience developing client relationships, working with clients directly to find solutions.
- Possess a "big picture" perspective of customer service, and its impact on revenue, retention, marketing, and our client’s success.
- Able to interpret business intelligence reporting and develop strategy and make recommendations.
- Demonstrate excellent presentation and communication skills with a particular ability to adapt to your audience (client, vendor, team member), knowing how to blend compassion, respect, and authority.
- Ability to manage influence through persuasion, negotiation, and consensus building.
- Demonstrated desire for continuous learning and improvement.
A FEW WORDS FROM THE HIRING MANAGER:
“We’re looking for individuals who are passionate about increasing customer satisfaction, driving efficiencies, and influencing others across departments. This role has it all… from managing multiple products, teams, defects, customizations, and enterprise client management. If these are areas that you enjoy and are strong in - then this is the role for you!”
WHAT YOU SHOULD KNOW ABOUT US:
• We are laid back but buttoned up. We offer a casual work environment and remote work flexibility and have a passion for developing creative, innovative best in class solutions that directly contribute to the success of our customers
• We care deeply and deliver service and solutions that make a real difference in the lives of our clients and their businesses
• We openly accept others as they are and build strong partnerships based on trust
• Teamwork and collaboration is key to help our colleagues and customers solve their challenges
• Our team is energetic, fun, naturally inquisitive and eager to make an impact, we invite you to join us!
LOVE WHAT YOU DO, NO MATTER WHERE YOU DO IT:
• Join our Remote-First Global Work Community: WorkWave provides an innovative and dynamic remote-first Global Work Community that encourages growth, creativity, and collaboration. No matter what stage of your career or where you live, WorkWave is your place to be part of a global company with a startup feel, where your ideas matter and your growth is a priority.
A GLOBAL COMPANY WITH A LOCAL PRESENCE:
• We know that there are benefits of being in the office and working from home. WorkWave promotes a healthy work/life balance and provides employees with the flexibility of collaborating in the office or the option to work virtually if desired. Our teams are well versed at working collaboratively in a fully virtual environment.
• Our HQ is based at our state of the art home office in the historic Bell Works complex located in Holmdel Township, New Jersey. We keep our offices available to all to use when working remotely isn’t feasible, or to help with cross training, team building and/or brainstorming.
• We have employees in over 30 states, 7 countries and many regional offices - each with their own set of perks and opportunities to give back to the local community.
• Whether you work remotely or take advantage of one of our offices, you’ll find a community of WorkWavers that value diversity, and care deeply about our products, clients, our communities and each other.
RELAX, WE’VE GOT YOU COVERED:
• Employees can expect a robust benefits package, including health and dental and 401k with company match
AND BEYOND...
• Find your perfect work/life balance with our Flexible Time Off policy or generous PTO plan (role dependent) and paid holidays
• Up to 4 weeks paid bonding leave
• Free subscription to the Calm App for you and up to 4 dependents!
• Tuition reimbursement
• Robust Employee Assistance Program through TotalCare offering free counseling 24/7/365, plus financial counseling, legal guidance, adoption assistance services and much more!
• 24/7 access to virtual medical care with Teladoc
• Quarterly awards based on peer nominations
• Regional discounts and perks
• Opportunities to participate in charitable events and give back to the community
GROW WITH US:
• We understand the impact of attracting and keeping top talent and reward intellectual curiosity and a thirst for personal and professional growth
• Encouraging our employees that already have an intimate knowledge of and passion for our products to apply for other roles within our walls just makes sense!
• Our employees have access to extensive video libraries for soft skill and role specific training available 24/7 and live trainings are provided throughout the year
JOIN OUR WINNING TEAM!
• 10 Time winner of Best Place to Work in New Jersey by NJBiz!
• WorkWave has been recognized with multiple awards for its outstanding products, growth and culture, including the Inc. 5000, SaaS Award, IT World Awards, Globe Awards, Silver Stevie Award for Employer of the Year, and Best Place to Work Inc. Magazine
• Recently named one of The Software Report’s 3rd annual list of the Top 100 Software Companies of 2022 (worldwide!)
We’re an equal opportunity employer. All applicants will be considered for employment without attention to race, color, age, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status: Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At WorkWave, we are dedicated to building a diverse, inclusive and authentic workplace, so if you feel like you could make a great impact in this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. You may just be the right candidate for this or other roles!
WorkWave supports salary transparency, however please note that salary estimates provided by websites (LinkedIn, Glassdoor, etc.) and not by WorkWave may not accurately reflect the actual salary range for the position.
