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Support Development Manager

2 months ago

Tempe, United States Dialpad Full time
Job DescriptionJob Description

About Dialpad

Ai that means business

Dialpad pioneered the first Ai-powered customer communications platform that now serves as the secure foundation for all Dialpad products. By bringing all conversations together in one place, businesses of all sizes in any industry can instantly unlock the power of Ai to unite people, automate tasks, streamline workflows, collect data-driven insights, and turn conversations into opportunities that drive growth. Supported by notable investors like Andreessen Horowitz, Google Ventures, and ICONIQ, Dialpad is a dynamic force in AI technology with a rapidly expanding presence. Visit dialpad.com to learn more.

About the team

Dialpad's Customer Support Organization aims to delight customers at every touchpoint. We are dedicated to understanding and meeting their evolving needs and expectations.

Our Knowledge and Content Team is essential to driving product adoption, customer education, and support development. We are dedicated to refining processes and enhancing the employee experience through world-class Customer Support onboarding and ongoing training programs, ensuring our customer-facing teams have everything they need to easily support the Dialpad experience.

This team partners closely with the Product Management org, as well as the Knowledge and Content, Support Operations, and Customer Experience teams.

About the role

As the Support Development Manager, you will be instrumental in guiding our Customer Experience teams through exceptional support training and ensuring rigorous quality assurance. You will mentor and expand the Training and QA teams, fostering a culture of continuous improvement and growth.

In this role, you will advocate for Customer Support agents, ensuring they feel well-supported and that processes are consistently followed. You will evaluate the effectiveness of procedures and trainings, highlighting successes and recommending enhancements based on feedback and performance metrics.

You will deliver insightful weekly reports on agent performance, trends, and project updates, while ensuring our internal Wiki remains current and compliant. Additionally, you will track program success and value, while coaching your trainers to deliver varied trainings that improve team performance and drive exceptional CSAT scores.

This role allows you to play a pivotal role in scaling the Support Development team, guiding it to new levels of success, and enhancing customer and employee satisfaction.

This position reports to our Knowledge and Content Manager and has the opportunity to be remotely based in Canada or Central USA.

What you'll do

  • Grow your product knowledge and become a Dialpad expert.
  • Provide day-to-day support and guidance to the Support Development team.
  • Deliver insightful and proactive weekly reporting on agent performance, CSAT detractors, trends, and project updates.
  • Maintain a database of reports and processes handled by the team to facilitate efficient tracking of the program's historical data and trends.
  • Own the Support Development Team's internal Wiki, ensuring that SOPs are up-to-date and resources remain current and compliant.
  • Own the Support Learning Pathway, collecting feedback from students and T1 Support Leadership.
  • Support CS leadership in executing the organization's strategic initiatives.
  • Manage staffing and logistics for in-house and virtual classes.
  • Analyze training, attrition, and learner feedback to identify and implement continuous improvement projects.
  • Oversee the quality and organization of curriculums for each assigned department using industry-standard models like Kirkpatrick and Blooms.
  • Expand the Support Training program to Professional Services.

Skills you'll bring

  • Bachelor's degree in Business Operations Management, OR 3+ years in a SaaS enablement and operations role, with a proven track record in onboarding and training.
  • 2+ years of call center QA and training experience.
  • Deep understanding of the contact center environment and the key levers to enhance performance and achieve client and organizational targets.
  • Proficiency with Google Workspace, Atlassian Suite and Monday.com
  • Product Management experience.
  • Familiarity with LearnUpon & Guru.
  • Understanding of key adult learning frameworks such as Kirkpatrick and Blooms.
  • Proven ability to communicate in a clear, concise manner.
  • Exceptional attention to detail with a solutions-oriented mentality.
  • Self-motivated and proactive with excellent analytical and decision-making skills.
  • Ability to assess performance metrics and analytics to identify trends, gaps, and opportunities for improvement.

Who you are

You're a fantastic communicator who loves breaking down silos and fostering cross-functional collaboration. With your background in creating adult learning programs, you're skilled in a range of adult learning methodologies and understand the value of blended approaches and training styles.

You're detail-oriented and love detective work, using data to uncover patterns and tell a story while spotting inconsistencies. Your quality assurance skills and calibration expertise ensure that training programs meet high standards and continuously improve.

Change excites you, and you're always on the lookout for new ways to innovate and enhance processes.

You're passionate about delivering exceptional customer experiences through engaging training and thorough quality assurance, and you take great pride in knowing your work supports and benefits both your team and our clients.

Dialpad benefits and perks

Benefits, time-off, and wellness

An apple a day keeps the doctor away—and it doesn't hurt that we offer flexible time off and great options for medical, dental, and vision plans for all employees. Along with that, employees also receive a monthly stipend to help cover your cell phone bill, home internet bill, and we reimburse for gym membership costs, a variety of wellness events, and more

Professional development

Dialpad offers reimbursement for expenses related to professional development, up to an annual limit per calendar year.

Culture
We've been named a Top Workplace seven times, and a big part of this is because of our collaborative culture that elevates our teammates, celebrates wins, and brings together passion and talent.

Compensation and equity
Teamwork makes the dream work, and Dialpad offers competitive salaries in addition to stock options because each and every Dialer participates in our success.

Diversity, Equity, and Inclusion (DEI) at Dialpad

At Dialpad, we are passionate about Doing the Right Thing. This means we are committed to building a values-driven culture that celebrates identity, inclusion and belonging. As a global company, it's our responsibility to come together to create a culture where all Dialers can Work Beautifully, Delight Our Users, and Innovate Continuously to bring our world-class product to life.

Every Voice Matters at Dialpad. We build community through our Employee Resource Groups, company-wide celebrations, service days, and a robust internal learning & development program focused on the success of our Dialers.

Don't meet every single requirement? Studies have shown that women and marginalized groups are less likely to apply to jobs unless they meet every single qualification. At Dialpad we are dedicated to building an inclusive and authentic workplace, so if you're excited about this role but your past experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

Dialpad is an equal-opportunity employer. We are dedicated to creating a community of inclusion and an environment free from discrimination or harassment.