\nAs a Director of Support, you will build and lead a team of Customer Experience Associates and Technical Support Specialists, setting a bar of excellence for CX at Postscript.  As a leader on the team, you will help develop our evolved support strategy to align with our ever-increasing and more technical customer base. You’ll work cross-functionally with other key leaders to ensure our customers receive high-quality, quick, and thorough resolutions.  You will be a culture driver in maintaining and continuing the high standard of excellence our customers have grown to expect.  \n\nThis position is fully remote. \nPrimary duties\n\n\n* Develop and drive the strategic direction of the Postscript Support organization\n\n* Maintain an expert-level understanding of the Postscript product, along with larger e-commerce & marketing knowledge\n\n* Evolve and grow a highly engaged, high performing Support team that prides themselves on teamwork and customer satisfaction\n\n* Foster a strong sense of accountability to customers and other Postscript team members\n\n* Develop plans for team members’ continued career growth and have regular coaching and feedback sessions\n\n* Develop the capabilities of our technical support specialist function\n\n* Develop and implement regular reporting cadence on Support metrics and team performance. \n\n* Build sustainable and repeatable processes between Support and Engineering - driving customer insights, sharing feedback, and accelerating resolutions\n\n* Own escalated customer issues. Problem-solve and resolve difficult issues in a way that strongly exhibits our core values and customer philosophy. \n\n* Help automate support processes when appropriate\n\n* Identify opportunities to continuously improve the customer experience\n\n* Proactively communicate with internal stakeholders to align on new opportunities or mitigate risks\n\n* Develop and implement effective, repeatable processes and playbooks for your team. \n\n* Update our systems and tools to increase efficiency and effectiveness \n\n\n\nWhat We’ll Love About You\n\n\n* 5+ years Sr. Manager/Director - level experience in Support, leading  high-performing teams\n\n* Demonstrated experience with building mid-stage Support teams\n\n* Demonstrated experience in coaching and mentoring Customer Experience Associates and Technical Support Specialists\n\n* Demonstrated history of strong team performance, preferably in hyper-growth environments\n\n* Demonstrated ability to collaborate cross-functionally to improve processes\n\n* Strong process orientation and ability to drive a consistent and repeatable experience \n\n* Strong analytical skills, with a data-driven, metrics-oriented mindset\n\n* Strong technical skills, able to understand the nuances of Postscript’s product and SMS deliverability\n\n* Demonstrated passion for e-commerce businesses and entrepreneurship\n\n\n\nWhat You’ll Love About Us\n\n\n* Salary range of USD $114,000-$130,000 base plus significant equity (we do not have geo based salaries)\n\n* High growth startup - plenty of room for you to directly impact the company and grow your career!\n\n* Work from home (or wherever)\n\n* Fun - We’re passionate and enjoy what we do\n\n* Competitive compensation and opportunity for equity\n\n* Flexible paid time off\n\n* Health, dental, vision insurance\n\n\n\nWhat to expect from our hiring process:\n\n\n* Intro Call: You’ll hop on a quick call with the Recruiter so we can get to know you better — and you can learn a little more about the role and Postscript. \n\n* Hiring Manager Intro: You’ll hop on a quick call with the Hiring Manager so your future Manager can get to know you better — This is a great time to learn more about the team & position. \n\n* Virtual Onsite Interviews: You’ll be meeting with 2-4 team members on a series of video calls. This is your chance to ask questions and see who this role interacts with on a daily basis.\n\n* Homework Assignment: We will send over an exercise that challenges you to solve a problem & come up with a creative solution, or outline how you've solved a problem in the past. Get a feel for what you’ll be doing on a daily basis!\n\n* Final FEACH Interview: This is our interview to assess your ability to represent how you work via our FEACH values. As we build the #1 team in Ecommerce, we look for individuals who embody FEACH professionally and personally. We want to hear about this in your final interview!\n\n* Reference Checks: We ask to speak with at least two references who have previously worked with you, at least one should be someone who has previously managed your work.\n\n* Offer: We send over an offer and you (hopefully) accept! Welcome to Postscript!\n\n\n\n\nFor information about how we use your personal data, please see our U.S. Job Applicant Privacy Notice \n\n#Salary and compensation\n No salary data published by company so we estimated salary based on similar jobs related to Recruiter, Video and Marketing jobs that are similar:\n\n $50,000 — $80,000/year\n
\n\n#Benefits\n 🤓 Vision insurance\n\n🏖 Paid time off\n\n
\n\n#Location\nPhoenix, Arizona, United States