Director, Technical Support

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Director, Technical Support

@ SchoolMint

  • Lead and manage your Technical Support team including resource management, hiring, training, mentorship, and performance management.
  • Measure and drive Technical Support outcomes and effectiveness
  • Mentor and coach front line managers in a distributed team to help their teams thrive and deliver excellent results.
  • Review and respond to customer feedback from surveys and other sources and act on feedback as needed to resolve issues permanently.
  • Monitor and respond to Technical Support escalations as opportunities to turn customers into fans and to solve systemic issues permanently.
  • Develop and execute strategies to improve the customers’ support experience and team performance. Create an environment of innovation and continual improvement to re-shape how we deliver Support to our customers.
  • Drive operational improvements across the entire support organization which streamline processes, leverage automation and enable scale.
  • Partner across stakeholder functions in Schoolmint to improve all aspects of our customers’ experiences
  • Work closely with product management and engineering across the product life cycle.


Qualifications:

  • A problem solver with at least 7 to 10 years experience in software support, and a minimum of 5 years people management
  • Experience managing a technical support operation 
  • Experience with email-based and phone support.
  • Zendesk wizard
  • Comfortable working with a remote team
  • Great technical understanding of complex products and systems.
  • Ambitious, hardworking, execution-oriented, eager to get results and succeed.
  • You keep a patient and positive attitude, even in the most challenging situations
  • You are passionate about training, teaching, learning, and development
  • You can guide a team through organizational strategic changes, new product releases, new customers, and more


How to Apply:

Apply online at https://schoolmint.com/careers/

Visit Site to Apply

Location: Lafayette, LA
Date Posted: October 13, 2021
Application Deadline: November 15, 2021