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Director of Support



Customer Service
United States
Posted on Thursday, June 20, 2024

About Momence

Momence is a next-generation booking and communications platform for experience-based businesses like yoga and pilates studios, gyms, dance schools, salons and spas, and more.

As a remote-first company backed by Y Combinator (Summer 2020), we are revolutionizing the experience economy by providing modern software solutions to an underserved industry that deserves better.

About the role:

The Director of Support will lead a distributed global team of support engineers and specialists, driving excellence and innovation in our customer support function. This individual will leverage extensive experience in scaling support operations to build and optimize support processes that ensure exceptional customer experiences. The role encompasses strategic oversight, team leadership, and continuous improvement initiatives, ensuring our support team meets the evolving needs of our customers and the business.

Key areas of responsibility include:

  • Strategic Leadership: provide strategic direction and leadership to the global support team, aligning support initiatives with company goals and customer needs
  • Team Management and Leadership: lead and develop a globally distributed team of support engineers and specialists, fostering a culture of excellence, innovation, and continuous learning; oversee recruitment, training, and performance management
  • Operational Excellence: refine best practices for efficient, effective support delivery; manage and prioritize support escalations
  • Cross-functional Collaboration: collaborate with product development, engineering, and other teams to investigate and resolve customer-reported bugs, issues, and feature requests
  • Process Improvement: continuously evaluate and improve support tools, systems, and workflows to optimize efficiency and enhance the Momence customer experience; analyze trends and patterns in customer inquiries to improve product documentation, knowledge base articles, and support processes
  • Industry Expertise: leverage startup experience to implement agile and scalable support operations, adapting to the dynamic needs of a growing company
  • Knowledge Management: Work with our internal and external knowledge bases to ensure accurate, up-to-date information is available for both customers and support team members; develop and maintain comprehensive knowledge base articles and support documentation to enhance self-service options and improve support efficiency.

About you:
A least 5 of your 10+ years of technical support experience have been spent in a people leadership capacity. Equally motivated by leading a happy and productive team as you are by improving systems and processes, you’re eager for the opportunity to do both, acting as a strategic leader on behalf of the Support teams. You’ll be joining a team currently composed of 9 direct reports - 4 based in the US, and 5 in the EU - partnering with 20+ chat support technicians hired via third party contracting partners.

You’re aligned with our “customer obsession” value, and complement your strong technical chops with an abiding commitment to the people served by the work you do: our teammates, our customers, and their customers. You’re ready to use your excellent communication skills -spoken and written in our distributed, remote environment - and can speak to times that your communication and interpersonal skills have proven an asset in your technical work.

What you should have:

  • 10+ years of experience in a technical support role
  • 5+ years in a leadership position, overseeing global teams spanning multiple time zones and geographies
  • Proven experience scaling support operations in a startup environment
  • Demonstrated ability to adapt and thrive in a fast-paced, dynamic setting
  • Strong technical background and expertise in troubleshooting complex software issues
  • Excellent communication and interpersonal skills; can effectively collaborate cross-functionally, and articulate technical concepts to diverse internal and external audiences
  • Proficiency using customer support software and ticketing systems (e.g., Zendesk, Freshdesk, Salesforce Service Cloud)
  • Demonstrated leadership abilities, with a track record of mentoring and developing engaged, high-performing teams
  • Strong problem-solving and decision-making skills
  • Flexibility to work in support of teammates in different time zones