Copper is the crm for G Suite. Founded in 2013, Copper is backed by venture funds from Google Ventures, Norwest Venture Partners, NextWorld Capital, True Ventures, and Industry Ventures.
Copper is not just another CRM. It’s the only CRM that is 100% focused on helping clients build the strongest possible business relationships that will win them customers for life. Our belief is that this is the key to surviving any economic landscape. And of course, we need to practice what we preach. Our Customer Success team plays a vital role in this mission as the key relationship-builders within the organization.
Copper CRM is realizing exponential growth in new customers and existing customer expansion. The Support team is the front line of Copper, and every great team needs a solid and driven leader. We are looking for a Director of Customer Support to join our high-velocity business which acquires and supports hundreds of customers each month and services thousands. We are looking for an ambitious self-starter who is accountable for determining and implementing the strategy, as well as reshaping and bringing our global support team inhouse and positioning us for future growth and success. This strategy will drive operational excellence in customer support delivery, upholding a customer-centric focus and mindset during this transformational time. As the Director of Customer Support you will drive best in class support experience for our customer base across multiple channels. You will manage the day-to-day operations of the support center, provide insight and vision into where the department is heading, and work directly with other departments throughout the company, particularly Engineering, Product and Sales.
A critical aspect for this position is the ability to communicate effectively the team’s strategy to the executive team and work closely with other stakeholders to deliver a holistic approach when it comes to customer support execution. Driving excellence in customer support should be measurable and this role will own the overall KPIs for the department. This person also brings an analytical ability to segment based on profiles and knows that we cannot treat every customer the same way. We don’t want someone just to be in the weeds but someone who can create and run a well oiled system and team.
This is an exciting time for a driven individual that wants to be part of a fast-growing team from its inception and help guide its development. A passion for our product and mission is a must! The Director of Customer Support will be reporting to our newly appointed VP of Customer Success. Our outsourced support specialists team members sit abroad but this position will sit either in Canada or USA. We are remote flexible, and we are an equal-opportunity employer.
What you’ll do…
Oversee and maintain the quality and direction of Copper’s Tier 1 and Tier 2 customer support team
Report on support metrics, business impact, customer impact and team performance
Administration, ensure data consistency and evaluation of support tech stack chat (Zendesk, Intercom, internal tools)
Understand the customer asks and knowing which trigger the proper response
Work closely with other departments (Growth, Data Engineering, Business analytics) to maintain data parity across the tech-stack
Own escalated support issues; support metrics, including 1st response time, customer satisfaction, resolution time, and more
Identify technical issues, suggest product enhancements, and communicate them internally and externally
Problem solve and resolve difficult issues in a decisive and professional manner
Create and maintain internal documentation to help determine the appropriate actions and responses
Work with our Customer Success Team, Onboarding, and Sales Team to improve internal processes
What you’ll bring…
6+ years prior experience in customer support management ideally within a SaaS or software organization
3+ years hiring, training, coaching and nurturing top talent, leading operations of a Customer support team, including building an in-house customer support team in-house while managing a BPO support team
A true passion for helping small- and medium-sized businesses thrive.
History of exceeding customer expectations while balancing resources as you grow your team
Demonstrated experience working closely with and leading cross-functional initiatives with product and engineering teams and delivering proven successful outcomes
An obsessive and proactive mindset toward continuous improvement
Excellent leadership, project management skills, team player attitude, and ability to work under high pressure is critical to the success of this role
Excellent communication skills, a natural collaborator and skilled cross-functional communicator
Bachelor’s Degree from a 4-year university or equivalent experience
A residency already in the US or Canada with no Visa obligations etc. We are not looking for someone who needs to relocate to the US or Canada or has Visa needs.
At Copper we are committed to building and empowering a diverse and inclusive environment. We recognize that diverse teams are strong teams, so we encourage people from all backgrounds to apply.
If this opportunity sounds interesting, apply today! We would like to hear from you.
Note about Copper remote-flexible work
We are working remotely and doing our part to ensure that our employees and future employees are healthy, safe, and at home to reduce the spread of Covid-19.
If you’re invited to our interview process all our meetings are conducted through video. All new employees will be starting remotely and all necessary equipment will be shipped to them in advance.