Director of Customer Support

ParentSquare - Remote - Full time

Who We Are:

ParentSquare is a Santa Barbara based growing company that's changing the way schools and parents communicate every day. Sounds simple? We strive to keep it that way! Over 5000 schools and 4 million parents across the U.S. utilize our platform to stay informed and involved from the way they prefer to be notified - email, text, voice, web, app, social - to the ways they can interact with schools - forms, sign ups, payments, RSVPs, language translations, chat and more. We are constantly innovating to provide simpler, more intuitive tools that can be easily used by all educators and parents transcending the barriers of technology and language.

Who We’re Looking For:

As our Director of Customer Support, you oversee the day to day operations of our Customer Support Associates as well as provide assistance to our customers. You ensure there’s a consistency and cadence to our service offerings and responses while also keeping a close eye on the data and feedback we’re receiving from our customers to ensure our processes and systems are effective and proactive. You’re able to work at the tactical level in solving tickets and providing support to customers while also able to be strategic in helping continuously grow and improve our CS Support functions.

Your Day to Day will include:

  • Leading, coaching, and inspiring multiple direct reports.
  • Creating scripts and guardrails for associates to quickly and efficiently communicate with customers
  • Ensuring that customers receive the highest quality of service and that all issues are resolved in the shortest time possible.
  • Investigating issues by reviewing data and validating systems / processes.
  • Consistently contributing ideas to further improve customer experience.
  • Working collaboratively with internal teams to diagnose and resolve customer-facing issues.
  • Providing thought leadership on best practices. Stays informed on new capabilities and industry trends.
  • Ensuring a seamless experience that will drive customer adoption, utilization, and satisfaction with the product.
  • Assisting in resolving escalations via email, phone, and chat, handling complex customer inquiries.
  • Overseeing the day-to-day operations of a scaling customer support team; responsible for hiring, scheduling, formal training, informal coaching, career development and performance management.

Our ideal candidate will have the following:

  • 5+ years in a customer success or support role, with a minimum of two years in a management role
  • Experience leading and mentoring direct reports
  • Technical background with high comfort level with SaaS or communications technology.
  • Prior technical support engineering experience a plus.
  • Results-driven mindset.
  • Analytical and process-oriented mindset
  • Excellent communication and presentation skills
  • Relevant Bachelor’s degree; preference for computer science or related degrees

The perks of working for us are great! You’ll get your foot in the door as our company continues to grow. We’re big believers in work-life balance and provide health insurance, 401K, stock options and gym memberships. This role can be remotely based or (post-COVID) located in our offices in Goleta; with an open floor plan, plenty of comfy seating, a full kitchen and Gold’s Gym just downstairs.

We're an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

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Role

Customer Implementation / Customer Success

Experience Level

Mid Level

ParentSquare

ParentSquare is a Santa Barbara based growing company that's changing the way schools and parents communicate every day. Sounds simple? We strive to keep it that way!
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