Director – Product / Customer Support

SEW; Irvine (CA); Hybrid; USD 180,000 - 240,000; Full time

Job summary

SEW seeks a Director of Product / Customer Support to lead a global team delivering best-in-class support for a diverse, worldwide customer base. You will partner with Product Engineering to drive process improvements, set SLAs, and scale services while maintaining exceptional customer experiences across channels.

The role reports to the VP of Customer Success & Support and requires a hands-on leader who can navigate fast-paced, ambiguous environments and build strong stakeholder

Qualifications

• 10+ years’ experience leading global customer support in a rapidly growing B2B SaaS organization.
• 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.

Responsibilities

• Lead a Global Product / Customer Support team consisting of onshore and offshore agents.
• Identify and execute opportunities to drive process improvements that promote efficiencies and elevate the customer experience.
• Support hitting core SLAs: First Response Time and Update Cadence.
• Increase Support CSAT, measured through surveys after ticket close.
• Influence Product and Engineering to reduce overall ticket volume.
• Improve internal Service Targets and quality standards.
• Manage cross-functionally with leaders across SEW, Operations and Sales while balancing business impacts and customer experience.
• Drive operational excellence in execution to the strategy and goals.
• Accountable for support performance metrics, reporting and budget considerations.
• Analyze reports and calls to identify trends and implement enhancements to performance.
• Enhance current support offerings leveraging SEW Product Support Tools.
• Directs outsourced and key vendor relationships including KPI performance and relationship management.
• Executes responsibilities to ensure budget, KPI and cost per contact targets.
• Responsible for examining processes to align with integration goals.

Skills

Global leadership

Customer focus

Data analytics

People leadership

Strategic thinking

Education

Bachelor’s or Master’s degree

Tools

Salesforce Service Cloud

CRM systems

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.

Primary Responsibilities

• Lead a Global Product / Customer Support team consisting of onshore and offshore agents
• Responsible for identifying and executing against opportunities to drive process improvements that promote efficiencies and elevate the customer experience
• Support hitting core SLAs. Our core SLAs are First Response Time and Update Cadence (how often we communicate with customers on open tickets)
• Increasing Support CSAT, which is measured through surveys after the close of Support Tickets
• Influencing Product and Engineering to reduce the overall ticket volume
• Improving key Internal Service Targets, such as Total Resolution Time and internal quality standards
• Improving key financial and efficiency metrics while maintaining quality and supporting additional product lines
• Manage cross functionally with leaders across multiple Customer Service organizations, business leaders and initiative owners across SEW, Operations and Sales while balancing business impacts and goals with the customer experience
• Drive operational excellence in execution to the strategy, delivering to operational goals and initiatives
• Accountable for support performance metrics, reporting and execution against teams goals and objectives
• Analyze reports and other documentation and listen to calls to identify trends and implement enhancements to overall performance, reduce escalations, and increase efficiency
• Enhance current support offerings leveraging SEW Product Support Tools
• Directs and sets objectives for outsourced and key vendor relationships including, performance against contract KPIs, and relationship management
• Executes responsibilities to ensure budget, KPI and cost per contacts are met. Budget responsibility including planning, reporting, and initiating changes to improve costs per contact
• Responsible for attainment of all performance measures such as quality, service level, and customer satisfaction
• Responsible for examining existing processes, evaluating them within the context of the integration goals, identifying gaps and proposing changes or enhancements to help achieve those goals

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.