About the Role
Director of Customer Support
Remote
Full Time
Senior Manager/Supervisor
Department Customer Support
Reports to: COO
Location: 100% remote, USA-based only
Company Summary
Publishing.com empowers individuals from all walks of life to generate meaningful income streams through book publishing. As a leading online education platform, we specialize in guiding our students through the processes of writing, publishing, and selling books and audiobooks on major platforms like Amazon and Audible.
We are thrilled to announce that Publishing.com has been recognized as the 19th fastest-growing private company in America for 2023, according to the prestigious Inc. 5000 list. Over the past two years, we’ve experienced an incredible 30% year-over-year growth and expanded our team by 500%. Recently, we hit a major milestone by helping 60,000+ students through our programs.
Our mission is to become the premier destination for all publishing-related needs. In line with this vision, we are excited to announce the launch of our latest innovation, Publishing.ai, a software designed to revolutionize the publishing industry further. This year marks a significant milestone in our journey toward achieving our goal, as we continue to expand our offerings and support our community of publishers.
About The Role
As the Director of Customer Support, you will spearhead our transition from a 5-day-a-week helpdesk to a 7-day or even 24×7 global service desk, ensuring that we provide top-tier support to our customers around the world.
This hands-on leadership role involves direct oversight of our Intercom ticketing and chat systems, VIP support, SaaS technical support, community engagement, and the management of customer testimonials and reviews. You will be critical in resolving customer support issues and using these insights to continuously improve our support desk.
Responsibilities
- Guide the expansion of our helpdesk to a 365-day global service desk, adapting our operations to meet the needs of international customers across various time zones.
- Develop and implement robust support strategies in collaboration with the VP of Customer Success to enhance customer retention and satisfaction.
- Provide hands-on leadership in the daily operations, taking a proactive role in managing critical support functions and engaging directly with team members and customers.
- Set high performance expectations and drive the support team to meet ambitious service goals, while leading efforts to scale the team appropriately as our operations expand.
- Optimize our ticketing and chat systems to ensure efficiency and effectiveness in handling customer inquiries.
- Deliver exceptional service to VIP customers and actively manage our user community to foster strong relationships and positive customer experiences.
- Personally engage with customers to understand and resolve their frustrations, using these interactions as opportunities to improve our services.
- Identify gaps in support and troubleshoot issues swiftly, ensuring effective resolution of complex customer challenges.
- Regularly assess our support services and offerings, making strategic recommendations for enhancements to keep pace with customer needs and business demands.
- Monitor key support metrics and produce detailed reports to inform strategic decision-making and improve overall service quality.
- Work closely with technical teams, customer success, and other departments to ensure a cohesive support experience for all customers.
Requirements
- At least 5 years of experience in customer support or service management, with a minimum of 3 years in a leadership role managing significant teams or operations.
- Experience with ticketing systems such as Intercom, Zendesk or more.
- Deep understanding in phone support management.
- Excellent verbal and written communication skills.
- Excellent interpersonal and customer service skills.
- Proven track record of delivering exceptional customer service and driving customer satisfaction and loyalty.
- Strong familiarity with SaaS products and the technical support challenges associated with them.
- Proven ability to lead support operations and drive customer satisfaction in a global, 24×7 environment.
- Hands-on leadership skills with a focus on team management and problem-solving.
- Exceptional communication, interpersonal, and organizational skills.