Bothell, WA (Corporate)

Director, Support

North America

Reports to:

Position summary

Our Director, Support role is focused on customer experience after the implementation of our products.  This focus includes overseeing the global product support functions, as well as, the ongoing customer satisfaction and expanded usage of the Winshuttle products. The role will focus on improving speed and quality of support interactions while also investing in the downstream positive impacts of maintaining customer retention and renewals. We believe that by keeping both of these functions focused under one leader we can leverage our customer data to make better-informed decisions as it relates to items that will have the biggest impact on our customer growth and satisfaction.

This is a strategic role that must be able to demonstrate high-quality leadership, coaching, communication, global collaboration, and mentoring skills combined with the agility to manage to work in a fast-paced Enterprise Software environment.

About Winshuttle

Are you interested in working in a fun, collaborative environment, for an award winning workplace? Winshuttle is dedicated to fostering a culture of respect and innovation to support and empower employees' ambitions. We're constantly looking for entrepreneurs who aren't afraid to think outside the box, and don't take themselves too seriously. We embrace and support our employees who seek opportunities for continued learning, inspire others, and live and breathe our core PACT values. We have a work hard, play hard mentality; we're constantly evolving lean solutions for ERP business processes by day, and dominating on the frisbee golf course by night. Our strength and competitive advantage stems from our awesome employees, and we strive to create a balanced work life that is as inspiring and rewarding as life at home. Think you might be a great fit?

Essential functions and responsibilities

  • Lead and manage our global Customer Support and Customer Success teams, setting strategic direction, objectives, and performance metrics.
  • Build out and utilize tools and processes to automate, monitor, analyze, and report on KPI’s and team performance.
  • Create scalable support and Customer Success Management processes and ensure process documentation.
  • Identify, prioritize, and advocate for features that will improve our products, retention rates, client expansion, and customer experience.
  • Serve as the voice of the customer internally and externally.
  • Influence future lifetime value through high product adoption, customer satisfaction, and overall Net Promoter Scores.
  • Build customer experiences that create promoters and advocates of our product from our Customer-base.

Desired behaviors

  • Cascades strategic goals into aligned departmental goals.
  • Drives execution – sets high performance standards, mobilizes resources and removes barriers to success. Holds self and others accountable.
  • Drives change – challenges assumptions and takes responsibility for leading and executing change.
  • Makes sound and timely decisions – uses good problem solving, decision making and planning tools. Analyses and take corrective action where necessary.
  • Uses the full capabilities of employees in the department – understands their development needs and aspirations, takes these into consideration when assigning roles and responsibilities.
  • Knows employees and looks out for their well-being – takes care of employees and communicates their importance in both words and actions.
  • Over communicates – clearly translates corporate goals into departmental goals and targets. Communicates with passion and purpose in a way that makes employees want to listen.
  • Creates an environment that recognizes the importance of listening to employees and encourages them to communicate their ideas.
  • Displays ethical character and competence – gains trust by acting with integrity and intent. Is professionally credible in role.
  • Is a role model – displays high levels of commitment and energy, role models our PACT (People, Action, Continuous Learning, and Trust) values and sets high standards of behavior. Influence others positively, act as a good citizen of Winshuttle.

Knowledge

  • Bachelor’s Degree required
  • 8+ years leading teams to consistently deliver valuable results.
  • Proven track record of exceeding retention/churn quotas or adoption targets with a deep understanding of value drivers in the software business.
  • Adept at managing and navigating large complex Enterprise customer relationships and escalations.

Experience

  • Proven track record of driving decisions collaboratively across globally distributed teams, resolving conflicts and ensuring accountability.
  • Deep understanding of supporting enterprise software solutions that are highly configurable and understanding
  • Customer-obsessed
  • Strong self-starter that thrives in a dynamic, fast-paced, small team environment that is capable and willing to wear multiple hats and own end-to-end processes.
  • Ability to work in ambiguity and build and create processes.
  • Data-driven with keen analytical skills, and a proven track record of accountability and reporting on customer support and customer success KPI’s.
  • Strong leadership, influencing and communication skills with the ability to interact, influence and align with all levels of the organization.
  • Experience in a variety of support channels including social, chat, bots, and knowledge base.
  • A strategic leader who sets clear team goals and expectations but can still hop into a queue to crush some tickets.
  • Innovative leader with the ability to identify opportunities and influence organizations with data and persuasion.
  • Ability to successfully deliver end-to-end projects, working through obstacles along the way across multiple teams and organizations.
  • Ability to utilize exceptional problem-solving skills to work through complex challenges.
  • Ability to communicate clear and concise expectations and requirements with business and technology teams.
  • Capacity to present well-reasoned and data-driven proposals in both verbal and written form.

At Winshuttle, we celebrate and support our differences. We know employing a team rich in diverse thoughts, experiences, and opinions allows our employees, our products, and our community to flourish. Winshuttle is honored to be an equal opportunity workplace. We are dedicated to equal employment opportunities regardless of race, color, ancestry, religion, sex, national orientation, age, citizenship, marital status, disability, gender identity, sexual orientation, or Veteran status.

This job posting does not imply that these are the only duties to be performed. Employees occupying this position will be required to follow any other-related instructions and to perform any other job related duties requested by their supervisor. To perform this job successfully, an individual must be able to perform each essential duty and meet the physical requirements satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

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