Senior Director of Excellence
2 days ago
SimplePractice is committed to providing a comprehensive benefits package that supports the well-being of our employees. Our benefits include medical, dental, vision, life, and disability insurance, a 401(k) plan with company match, flexible time off, wellbeing days, paid holidays, summer Fridays, mental health resources, paid parental leave, backup care, tuition reimbursement, and employee resource groups.
We're seeking a Senior Director of Customer Support to lead our highly skilled organization in delivering an exceptional support experience for our customers. Your expertise in best practices, tools, and processes will enable our team to excel as SimplePractice continues its rapid growth.
Key Responsibilities:
- Lead and coach the team through our Vision, Mission, and Core Values
- Set the vision, strategy, roadmap, and goals for the Customer Support team
- Oversee growth, service levels, and productivity of department members through training, coaching, quality assurance, and individual performance development
- Analyze call center metrics and performance indicators to inform coaching decisions and actions
- Act as the ultimate escalation point for customer inquiries
- Continuously gather feedback from team members and implement internal changes and improvements
- Manage BPO relationships and recommend a modern Support tech stack to drive customer satisfaction and team efficiency
- Plan team headcount in alignment with company objectives
- Recruit a diverse team and oversee the hiring process from interviews to offer letters and onboarding
Desired Skills & Experience:
- Bachelor's degree in business or a related field (MBA preferred)
- 7+ years of leadership experience in Customer Support and Management in a multi-site / multi-channel contact center
- 7+ years of experience growing and scaling an international Customer Support team in a fast-paced environment and a rapid-growth company
- Experience managing and coaching People leaders
- Proficient understanding of workforce management fundamentals
- Familiarity with facilitating projects and coordinating with multiple stakeholders
- Strong problem-solving and communication skills
Salary Range: $170,000 - $195,000 annually. Total compensation includes base salary, annual bonus, equity, and commission opportunities.
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