Director – Product / Customer Support

Smart Energy Water; Irvine (CA); On-site; USD 180,000 - 240,000; Full time

Job summary

Smart Energy Water in Irvine, California, is seeking a Director, Product / Customer Support to lead the global, 24/7 B2B SaaS support organization, partnering with Product Engineering to deliver a best-in-class customer experience.

Reporting to the VP of Customer Success & Support, this role will build a scalable team, drive omni-channel care, leverage analytics, and foster strong relationships with clients and stakeholders across the company.

Qualifications

• 10+ years leading global customer support in a rapidly growing B2B SaaS organization.
• Experience scaling Support teams globally, including working with outsourcing partners.
• Experience creating and managing Support offerings, including 24/7 Support.

Responsibilities

• Lead and develop a high-performing, global customer support organization.
• Partner with Product Engineering and VP to define best practices for care and omni-channel support.
• Drive 24/7 support offerings, self-service, and analytics-driven improvements.

Skills

Global leadership

SaaS support

Data analytics

People development

Cross-functional collaboration

24/7 support

Acquisition integration

Customer focus

Change management

Education

Bachelor’s or Master’s degree

Tools

Salesforce Service Cloud

Job description

Where global energy, water, and gas leaders meet the next era of People + Vertical Ai

Where global energy, water, and gas leaders meet the next era of People + Vertical Ai

Where global energy, water, and gas leaders meet the next era of People + Vertical Ai

Product/Customer Support, Care and Experience team continues to grow and evolve. The Customer Support team is strategically located across globe and provides 24/7 support.

The Director, Product / Customer Support will partner with Product Engineering leaders to provide a best-in-class support experience. This is a leadership position and the incumbent should bring a wealth of Customer Service and Support experience leveraging omni-channel to the role. This individual will be responsible for defining and continuously improving the Customer Care best practices and capabilities to serve a global customer base.

This leader will motivate, maintain and develop their team -- is comfortable wearing many hats and working in a fast-paced, ambiguous, highly collaborative and customer-obsessed environment; thrives in and drives a culture of accountability; and can synthesize details yet still see the big picture. This role reports to VP, Customer Success & Support. This is a high visibility role that will partner with clients, leaders and employees across functions and at all levels within SEW, and ideal candidate will need to build strong relationships across stakeholder teams and within SEW.

Qualifications

Bachelor’s or master’s degree Required

*Smart Energy Water is proud to be an equal opportunity employer. We celebrate diversity and we are committed to creating an inclusive environment for all employees

Business Skills Required

• 10+ years’ experience leading global customer support in a rapidly growing B2B SaaS organization that sells to large or mid /size enterprises
• Experience scaling Support teams globally, including working with BPO partners
• Experience creating and managing Support offerings, including features like 24/7 Support
• Experience with best-in-class Support technologies, preferably including Salesforce Service Cloud
• Experience building robust and highly adopted customer support communities
• Experience integrating acquisitions into Global Support framework
• Deep understanding of SaaS business practices
• Scrappiness: you don’t always have all the answers, but you know where to find them
• Excellent customer centric service philosophy and understanding of the challenges in providing a world class customer experience while delivering an optimal self-service experience
• Ability to understand data and leverage analytics to make good decisions.
• Proven people leader, with the ability to inspire, lead, and mentor a high performing organization.