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Executive Director, Customer Experience

2 months ago

Austin, Texas, United States ShipStation Full time
About the Role

We are seeking an experienced and strategic leader to join our team as Vice President, Customer Support. As a key member of our leadership team, you will be responsible for leading the Americas support organization and driving business growth through exceptional customer experiences.

Key Responsibilities
  • Set the vision and strategy for the Americas support organization, aligning with the company's overall goals and objectives.
  • Lead and develop high-performing teams, fostering a culture of collaboration, innovation, and continuous improvement.
  • Develop and implement operational strategies to effectively scale customer service and support, ensuring seamless experiences for our customers and employees.
  • Apply analytical rigor to support operations, using data to inform key decisions and drive business outcomes.
  • Design and implement team structure and growth plans, collaborating with cross-functional teams to deliver positive outcomes for our merchants.
  • Serve as the voice of the merchant, surfacing key trends and insights to inform product, marketing, and engineering initiatives.
  • Be a critical stakeholder in forecasting and budgeting for global technical support teams, ensuring alignment with business objectives.
  • Effective communication and stakeholder management, advocating for resources and support needed to drive business success.
Requirements
  • Bachelor's Degree or equivalent experience.
  • 15+ years of experience in B2B software customer success, marketing, operations, sales, or service experience.
  • 7+ years of experience leading and growing high-performing support teams, with a proven track record of developing and training individual contributors and manager-level employees.
  • Exceptional C-Level written and verbal communication skills, with the ability to develop and tailor communications for diverse audiences.
  • Highly collaborative and diplomatic, with a strong ability to build and maintain relationships across matrixed teams.
  • Ability to be flexible in a fast-paced environment, balancing competing priorities and managing multiple time-sensitive projects.
  • Proven ability to influence cross-functional teams, with exceptional relationship-building skills and a customer-centric mindset.
What We Offer
  • A dynamic and supportive work environment, with opportunities for growth and development.
  • A competitive salary and benefits package, including comprehensive health insurance and retirement plans.
  • A generous PTO policy, with opportunities for flexible work arrangements and remote work options.
  • A commitment to diversity, equity, and inclusion, with a focus on creating a workplace culture that values and respects all employees.