Director of Customer Support

Who are we:

We’re Eptura™ — a global worktech company that provides software solutions for workplaces, people, and assets that enable everyone to reach their full potential. Our people are at the heart of everything we do, spanning 11 global offices with 1,000+ employees. Together, we’re dedicated to making workplaces and assets work harder for people everywhere, giving them the opportunity to thrive. 

Role Overview:

We are seeking an experienced and dynamic Director of Customer Support to lead our support delivery during North America hours for all products. This role will be responsible for ensuring customer satisfaction with the overall support experience, driving reduced time to resolve issues, and using data to inform voice of the customer feedback. The successful candidate will partner with other support leaders to own Product Support for a number of Eptura brands and collaborate with product and engineering teams to action voice of customer feedback and reduce overall customer effort.

Responsibilities:

• Lead support delivery during North America hours for all Eptura brands, ensuring timely and effective resolution of customer issues.

• Partner with other support leaders to own Product Support for aligned brands, driving consistency and excellence in support delivery globally


• Be accountable for customer satisfaction with the overall support experience, continuously seeking ways to improve and enhance customer interactions.


• Drive reduced time to resolve customer issues by implementing efficient processes and leveraging technology.


• Use data to inform voice of the customer feedback, identifying trends and areas for improvement.


• Collaborate with product and engineering teams to action voice of customer feedback, ensuring that customer insights are integrated into product development and enhancements.


• Reduce overall customer effort by streamlining support processes and removing barriers to resolution.


• Develop and implement strategies to enhance the customer support function, including training, process improvements, and technology adoption.


• Monitor and report on key performance metrics, providing insights and recommendations to senior leadership.


• Foster a culture of continuous improvement and customer-centricity within the support team.


• Pivot the support organization from supporting small/mid-size customers to providing enterprise-grade support, ensuring that the team is equipped to handle the complexities and demands of larger enterprise customers.

About you:

• Bachelor's degree in a related field; advanced degree preferred.

• Proven experience in a senior customer support leadership role, preferably within a technology or software company.


• Strong understanding of customer support best practices and methodologies.


• Excellent leadership and team management skills, with the ability to inspire and motivate a high-performing support team.


• Data-driven mindset with the ability to analyze and interpret customer feedback and support metrics.


• Strong collaboration and communication skills, with the ability to work effectively with cross-functional teams.


• Passion for delivering exceptional customer experiences and driving continuous improvement.


• Proven ability to lead and drive change within customer support organizations.


• Prior experience supporting FedRAMP certified products or US federal government is a plus.

Benefits:

• Health, Dental, Vision & Pet Insurance
  
  
  
  • Dependent, Spousal and Domestic Partner coverage available
  
  
  • Up to $1000 Company HSA Contribution
  
  
  • Medical, Dependent Care and Limited FSA Accounts
  
  
  
  


• Income Protection and Replacement - 100% Company Paid
  
  
  
  • Short Term Disability
  
  
  • Long Term Disability
  
  
  • Life Insurance
  
  
  
  


• Employee Assistance Program


• Flexible PTO


• 401K with company match

Eptura Information:

• Follow us on Twitter | LinkedIn | Facebook | YouTube


• Eptura is an Equal Opportunity Employer. At Eptura we promote our flexible workspace environment, free from discrimination. We believe that diversity of experience, perspective, and background leads to a better environment for all our people and a better product for our customers. Everyone is welcome at Eptura, no matter where you are from, and the more diverse we are, the more unified we will be in ensuring respectful connections all around the world.