Director of Customer Support, Americas

We are looking for a Director of Customer Support to join our team and help support our customers across the globe. The Support team provides international support for all of Contentsquare’s clients. They assist them with their use and configuration of Contentsquare’s platform. They provide diagnostic/troubleshooting support and technical expertise to answer questions and cases reported by customers, account managers, customer success managers and sales, in order to resolve specific product related issues while maximizing customer satisfaction.

What You’ll Do:

• Structure and manage support for our NA customers with clear prioritization and objectives
• Lead the support team across the U.S. to ensure responsiveness to customer requests
• Monitor the performance and the customer’s satisfaction with SLAs to improve the support delivery and create a data-driven environment
• Gather and analyze information, evaluate impacts, resolve or escalate issues as needed
• Provide direction and ownership for escalations, contribute to new initiatives to improve case resolution
• Coordinate work and communication between the support team and other internal stakeholders (Engineering , Customer Success, Sales, Onboarding etc.)
• Build a strategy for the department’s structure, processes and tools to improve support availability, professionalism, and resolution time
• Drive the organization to deliver fast and clear resolution while mitigating business risks
• Act as a Customer-facing subject matter expert

What You’ll Need to Succeed:

• 5+ years experience in providing customer facing support in digital marketing/SaaS companies
• 5+ years experience in management of a customer support team
• A customer-oriented approach and a data-driven mindset
• Ability to establish and maintain strong relationships with a variety of internal and external stakeholders from technical contributors (Support, Sales, Customer Success, Engineering etc.) to senior management 
• Ability to clearly communicate high level technical issues to a non-technical audience
• Experience leading and working with cross-functional teams effectively
• Possess strong analytical skills to understand and solve complex problems
• You know how to get things done on time and prioritize tasks