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Outreach

Director of Technical SupportUnited States

Director of Technical Support

United States

You will play a critical role in the Customer Experience of Outreach customers. We are looking for a strong Director of Technical Support that will be responsible for developing an effortless experience. On a typical day, you will guide the Technical Support Managers to oversee all aspects of the organization's technical support objectives along with meeting team and company goals. Your expertise in mentoring and developing will create an atmosphere of professional career growth that will ensure the overall success of the team.

Responsibilities
  • Manages the Team to ensure employee, customer, and partner needs are met efficiently and with the highest degree of quality
  • Develop strategies that will drive scale for growth in the support organization while ensuring an effortless customer experience.
  • Interact with development to resolve systemic issues for customers and provide recommendations based on support data for product improvement
  • Interact and work with the Customer Success team to develop a complete and integrated customer experience.
  • Develop data driven capabilities inside of support to use data to make strategic decisions and adjustments
  • Create staffing solutions for enterprise 24x7 global support organization.
  • Provide oversight & direction of the processes and activities, including evaluation, prioritization, work status, service goal reporting, and SLA monitoring
  • Serve as point of contact for customer escalations, providing real-time feedback to the management team, and making staffing adjustments in response to personnel and volume changes
  • Respond actively, sensitively, and appropriately to the needs of internal and external customers
  • Collaborate regarding support escalations as well as system or procedural improvements
  • Create a fun working environment for the team
  • Manage escalations and be available at off work hours as needed
Required Experience:
  • 5-8+ years managing fast-paced, high-volume, customer service teams supporting a technical software product
  • Experience in building Support teams
  • Excellent decision making and problem-solving capability in a very fast-paced environment
  • Excellent communication skills, both written and verbal, as well as excellent organizational skills
  • Effective interdepartmental communication skills
  • Lead by example to provide fun engaged work environment
  • Ability to grow, coach and mentor employees
Preferred Experience:
  • Knowledge and understanding of Sales as a discipline
  • Knowledge of salesforce and other sales solutions
  • Knowledge of support ticketing system
  • Aptitude and passion for technology and software products/platforms
  • Bachelor Degree and/or equivalent, professional training, and/or certifications preferred. Other leadership training ideal.
What We Do
Outreach is a communication platform built from the ground up to help people communicate more effectively. Today we focus on the sales organization, helping them engage with their prospects and customers through email, calling and LinkedIn communication flows.

To put it into perspective, our customers spend the majority of their day living inside our software, relying on it to be more effective communicators with their audience. We think it's pretty cool that we get to build the communication platform of the future; a product that our users cherish.

Outreach was founded in 2014, and we are now over 250 employees strong. Since our first days learning about how people communicate, we became obsessed with understanding our customers' problems, and as a result, we've built by far the most loved product on the market, and have won the hearts and minds (and business) of some incredible organizations around the world.

In addition to our relentless focus on the customer, we've received over $30 million in venture funding, we've won Seattle Business Magazine's 100 Best Places to Work, have been ranked #1 for 2016 Sales Automation/Acceleration software by Ambition and Outreach was named to the 2016 Forbes Cloud 100-Rising Star list as The Rising Star leading the Sales Technology Category.

We aren't slowing down any time soon.
Why You'll Love It Here
  • You'll get a chance to make history at one of the fastest growing startups in the nation.
  • 100% medical, dental and vision coverage for full-time employees
  • Unlimited PTO, competitive salaries, 401k, commuter benefits, professional development opportunities, paid volunteer days, and company outings
  • Diversity and inclusion programs including unconscious bias training and employee resource groups
  • Incredible parental leave program (up to 10 weeks for new parents, night nurses, dinner deliveries and more!)
  • Generous employee referral bonuses
  • You can bring your well-behaved fur babies to work
  • Unlimited snacks in our state of the art kitchen


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