Associate Director, Customer Support

🌍 Remote, USA 💹 Full-time 🕐 Posted Recently

Job Description

About the position

Lead, develop, and scale the Tier 1 support team, managing both internal employees and an external vendor partner to ensure consistent, high-quality customer support.
Own Tier 1 vendor performance management, facilitating training, alignment, and process improvements to maximize efficiency and ensure a seamless experience between in-house and outsourced teams.
Oversee day-to-day Tier 1 operations, including queue management, response and resolution times, and ensuring adherence to Olo's support policies and processes.
Manage Tier 1 workforce planning and staffing strategy, ensuring appropriate coverage, scheduling, and resource allocation to meet service level objectives (SLOs).
Drive quality assurance (QA) initiatives, ensuring high standards of ticket handling, accuracy, and customer satisfaction.
Implement and optimize self-service solutions, automation, and process improvements to enhance efficiency and reduce ticket volume.
Collaborate cross-functionally with internal teams, including Tier 2/3 Support, Product, Engineering, Onboarding, Implementation, and CSMs, to improve the Customer experience.
Analyze support metrics and trends, using data to inform strategy, improve performance, and proactively address potential issues.
Develop training programs and knowledge-sharing initiatives to continually upskill Tier 1 team members and vendor resources.
Manage escalations and critical issues, ensuring timely resolution and effective communication with stakeholders.
Advocate for customer needs and support readiness in partnership with Product, Engineering, and CX leadership to ensure smooth rollouts of new features and products.

6+ years of experience in customer support leadership, preferably within a high-growth SaaS or technology-driven environment.
Proven experience managing large frontline support teams, including external vendor partnerships.
Strong operational expertise, with a track record of improving efficiency, implementing automation, and driving performance improvements.
Experience managing support ticketing systems (Zendesk preferred) and using data to drive decisions.
Excellent leadership, coaching, and people development skills with a passion for building high-performing teams.
Strategic thinker with a hands-on, problem-solving approach, comfortable navigating change in a fast-paced environment.
Ability to manage escalations and customer-impacting issues with professionalism and urgency.
Strong communication and collaboration skills, with the ability to influence cross-functional teams and advocate for customer needs.
Experience with workforce planning, QA programs, and process standardization to drive operational excellence.
Ability to be on-call after-hours and weekends or work a non-traditional shift, as business needs arise.
Ability to travel occasionally, as needed.